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Escalation Manager
2 weeks ago
A little about us. Splunk is the key to enterprise resilience for the 11,000+ organizations that use our Unified Security and Observability Platform. We regularly appear on a lot of "Best Places to Work" lists and we think it's because we encourage our Splunkers to bring their whole, authentic selves. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Because when you feel free to be you, it makes it a lot easier for us to be us.
Role: Escalation Manager
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.
Required Qualifications:
Customer success mindset and proven track recordIntermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and serviceFlexibility to work a 4-day or 5-days week and/or support Australia business hoursOrienting to outcome-based mindset and expressionAbility 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 organizationCan influence at the individual contributor and front-line management levelAbility to collaborate with peers and work cross-function as needed with Product and/ or Engineering teamsProven knowledge of ITIL frameworks (Incident, Change, Escalation, Problem primarily)Negotiation, mediation, and conflict management skillsOccasional weekend work as the business requires as well as holiday coverageCritical thinking, and decision-making abilityStrong data analytics and report management skillsAbility to manage multiple customer escalations at varying levels including case documentationActively seeks out and provides feedback in order to growBuilds 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 escalationsCan work independently on low to moderate complexity account escalationsExample: This EM is able to run low to medium complexity escalations with a customer
Nice to have:
Education:
- BS EE or CS degree; 5+ years experience or equivalent work experience
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