Job Description

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary

The Americas Cloud Support Manager will play a key leadership role in transforming how, what and where Splunk Support is delivered. In this role, you will be focused on leading a growing team of highly technical and dedicated Support Engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Splunk is rapidly growing and will continue to scale at a fast pace. This Splunker will become an integral part of the leadership team, and will have the opportunity to have a high level of impact for many years to come.

What you'll get to do

Operations

• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
• Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals.
• Advocating for customers and defining ways to continually contribute to the customer experience.
• Key partner to product management and development teams, collaborating with engineering to resolve core product issues.
• Partner with the operations and support delivery teams to identify, monitor and report trends.
• Build, implement and improve internal reporting, and other processes to optimize team productivity.
• Shared responsibility for occasional weekend day duties as part of a schedule with the other Americas Technical Support Managers.

Escalation and Incidents

• Serve as the top-line critical issue point for high-priority support cases including overall triage and management.
• Report metrics and case management updates to Support Director, Customer Success and account teams.
• Coordinate appropriate resources to achieve issue resolution for our larger accounts.

Strategic Projects

• Deliver strategic projects on a timely basis.
• Analyze and implement new Support ticketing systems and tools
• Skills management and accelerated onboarding of support engineers
• Help build standard processes that scale and meet the needs of the business and our customers.

Must-have Qualifications

• Must be able to commute to either the Richardson, TX or Boulder, CO office
• 3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6yrs professional experience with a Masters.
• 5+ years of proven success working directly with customers within a technology company.
• Experience with Cloud/SaaS software products is highly coveted.
• Excellent verbal and written communication skills and the ability to work effectively in a team environment.
• Excellent presentation skills coupled with a strong leadership presence.
• Communication as a core strength. Heavy focus on using data to articulate a story or an issue.
• Dedicated to champion the customer problem until resolution.
• Excellent time management skills and a solid sense of urgency.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
• Experience working with and improving Support ticketing systems and tools and processes
• Flexibility to handle critical cases after hours as needed.
• Knowledge of Splunk technical concepts is desirable.
• Committed to creating and developing high-performing team that promotes the Splunk culture.

Base Salary Range $112,00 - $157,550

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long -term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota; 1.5% of incentive target for each 1% of attainment between 50% and 75%; 1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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