Senior Manager, Technical Account Manager, APAC
Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, were committed to our work, customers, having fun and most importantly to each others success. Learn more about Splunk careers and how you can become a part of our journey!
Our Splunk Family is a results focused and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have a great team culture with weekly team lunches, organisation celebrations, volunteer activities and a culture based on respect, transparency and always doing the right thing!
Are you looking to make an impact
The work you do will directly influence the experience and the careers of your team. As the Senior Manager for TAM, you will be accountable for running the end to end business, creating meaningful relationships with your team focusing on development and resourcing. You will work with the wider Splunk organisation to advocate the value of our offerings, build pipeline, work with the sales team to close business and to own the delivery quality and consumption of these services through the full customer journey.
The work your team does directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. They bring strategic technical guidance to our customers and be that trusted expert advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. They will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes while bringing deep knowledge of Splunks products to provide technical guidance and best practices, ensuring customer health, adoption and success.
Responsibilities:
What will you be doing
Responsible for leading business for APAC Technical Account Manager. This includes managing TAM bookings and renewal targets, driving important operational business metrics, team development and full customer management from kickoffs to engagement closure.
Manage team operational cadence execute Value Realization Path, time and expense, technical account documentation updates to support engineering teams, renewal motions, execute customer skill upleveling workshops, compliance & ethics, etc.
Cross functional partnership with Splunk Sales and Customer Success organisations to help drive customer adoption and expansion of Splunk and address license renewal risk that may arise
Work closely with the Professional Services Operations and Practices teams on improvement initiatives that drive efficient processes, better services for our customers, a happier workforce, etc.
Be that technical leadership and advocate in the Customer Success organisation in APAC.
Workforce planning to ensure good customer coverage, skillset and anticipation of future resources demand.
Team management including
Recruit, hire, on-board, and retain people to drive exceptional team performance
Approve time, expenses, PTO, and complete other management approvals and administrative requirements on time.
Contribute to ensuring people are being effectively utilized, balancing utilization with professional development, PTO, best practice contributions, etc.
Reward and recognise employees that deliver exceptional customer value and set examples of leadership.
Review the performance of team members on a regular basis, and provide written performance plans.
Ensure the team is set up for success. Remove roadblocks and issues that negatively impact their performance.
Define and coordinate adequate coaching and mentoring of the team, either directly or through others.
Encourage and support professional development and career growth of the team.
Motivate your team by building a culture that rewards delivering customer value and developing a world class customer success organisation.
The position reports directly to the VP, Customer Success in APAC and you will be expected to be an active member of the APAC CS leadership team.
You will be expected to proactively contribute to the ongoing transformation of the Customer Success business
Qualifications:
That sounds great - what experience do you need
Solid experience (4-6 years of Management experience), ideally in leading a team of Technical Account Managers in a Customer Success or Support organisation, ideally in a software company or industry leading services organisation
12 years of professional experience with a Bachelors degree; or 2 to 4 years of management experience and 8 years and a Masters degree; or a PhD with 1 to 3 years of management experience and 5 years experience; or equivalent experience.
Extra consideration with experience running a subscription model and business
Experience directly or indirectly leading a team of staff, including direct experience with:
Recruiting, ideally as a hiring manager
Delivering performance reviews
Building development plans
Compensation planning
Talent reviews and succession planning
Formal and informal recognition programs
Dealing with complex HR issues
Experience building business cases and hiring justifications
Experience with necessary forecasting for the role, revenue, utilization, signings, etc
Experience with formal coaching and mentoring programs
Experience working with and across multiple business units to accomplish objectives, including IT, HR, Finance, etc.
BS/BA degree or equivalent related experience desired. 8+ years prior experience in a support or services environment, with 5+ years of leadership experience.
This position requires the successful candidate to demonstrate strong leadership and management skills, dependability in difficult circumstances and excellent verbal and written communication skills.
Splunk is an Equal Opportunity Employer: At Splunk, we believe creating a culture of belonging isnt just the right thing to do; its also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
Base Pay Range
Singapore
Base Pay: SGD 187,
- 00 - 257,400.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
