- The Escalation Manager is a member of the Global Incident and Escalation Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption, and renewal related topics
- This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction
- The Escalation Manager will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction
- This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents
Responsibilities:
The primary focus will be to drive customer escalations to resolution across Splunk. To be successful, the best candidate will find opportunities for efficiency, be a natural problem solver, and be capable of multitasking in supporting an array of complex customer problems.
- Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and internal key stakeholders.
- Report and escalate efforts to resolve complex customer experience problems
- Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership.
- Sets customer expectations and provides updates regarding troubleshooting and resolution action plans for internal and customer facing communications.
- Provide process improvement recommendations for improving customer experience
- Support continual service improvement within the Global Escalation Management process, protocols, dashboards and run-books.
- Contribute to projects, initiatives, and workstreams led by other senior team members
- Restore the customers confidence in Splunk and Splunk products through effective listening and communications skills
- Support lessons learned and conduct Post Escalation Review process
- Provide Account Escalation updates and summaries to a weekly Global Review Forum
- Ascertain Splunk Certifications and/or Splunk training
Required Qualifications:
- Customer success mindset and proven track record
- Intermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and services
- Orienting to outcome-based mindset and expression
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk Strong customer service with the ability to make good judgments and quick decisions.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to build relationships and influence Senior Leadership. Ability to have difficult conversations with multiple levels within the organization
- Can influence at the individual contributor and front-line management level
- Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
- Proven knowledge of ITIL frameworks (Incident, Change, Escalation, Problem primarily)
- Negotiation, mediation, and conflict management skills
- Occasional weekend work as the business requires as well as holiday coverage
- Critical thinking, and decision-making ability
- Strong data analytics and report management skills
- Ability to manage multiple customer escalations at varying levels including case documentation
- Actively seeks out and provides feedback in order to grow
- Builds strong relationships with other team individual contributors and front line manager levels, developing trust and mutual respect.
- Provides valuable feedback to product management based on learnings from customer engagements.
- Participates in escalations and discussions with other teams in a positive and constructive manner.
- Seeks guidance from senior level escalation managers when managing highly complex account escalations
- Can work independently on low to moderate complexity account escalations
Example: This EM is able to run low to medium complexity escalations with a customer
Nice to have:
- Experience and understanding of a wide array of specific tools and software (SaaS Platforms, SalesForce, Jira, Confluence, and Google suite experience are a Plus)
- Knowledge of software development lifecycle
- Fundamental understanding/overview of Splunk or similar data collection software.
- ITIL v3/v4 Foundations Certification
Education:
- BS EE or CS degree; 2-5+ years experience or equivalent work experience
