Senior Escalation Manager, Splunk

• 6+ years account management, consultation, project management, escalation management and/or technical support experience
• Ability to demonstrate effective communication, prioritization, and decision-making while under pressure or in stressful situations
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk
• Strong customer service with a proven track record that illustrates 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
• Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
• Proven knowledge of ITIL frameworks (Incident, Escalation, Problem primarily) or working knowledge of software development lifecycle, SAAS
• Negotiation, mediation and conflict management skills
• Rotating on-call weekend work as the business requires as well as holiday coverage
• Strong data analytics and report management skills
• Ability to manage multiple customer escalations at varying levels, including case documentation
• Understanding of a wide array of infrastructure, software, SAAS platform technologies

Desirable

• The Sr Escalation Manager is a member of the Incident Management Team at Splunk, which leads and manages 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 Sr Escalation Manager will be responsible for managing and driving to resolution high profile customer escalations, 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
• Able to effectively run multiple escalations or engagements at a single time, providing meaningful updates to internal and external stakeholders
• Able to perform deep troubleshooting and problem isolation for major escalations
• Comfortable with high-complexity customer engagements and working independently to solve most problems
• Can influence from the individual contributor level through the middle management level
• Proactive and able to work with minimal direction
• Ability to keep track of multiple projects at once, prioritize tasks, and manage time effectively
• Considers the holistic view of the customer environments and can identify challenges and create a strategy to attain successful resolution
• Creates strong cross-functional relationships and can handle difficult discussions in a constructive and positive manner
• Has a holistic view of the overall product and the various SplunkCloud systems
• Leads escalations and can confidently summarize results for different targeted audiences (technical, customer-facing, leadership)
• Provides mentorship, technical guidance, and input into best practices documents
• Able to remain calm and positive under pressure and demonstrates the ability to provide clear actionable feedback to peers, junior escalation managers, and senior management
• Timely document status and relevant information within the escalation record and other tracking tools such as Jira, Confluence, SFDC, etc. Is accountable for individual performance regarding goals, KPIs, OLA/SLA