Define global architecture to meet desired stated vision including business, application, data, technical, integration and O11y architectures.Facilitate appropriate workshops and other sessions to gather customer requirements, current and desired states, and deliver a standard methodology based result.Align Splunk resources to assist in delivering customer projects.Partner with the customer Project Managers and Delivery Managers to validate that high-level project scope, schedule, resource plan, and estimates are aligned to ensure a successful project/program outcome.Participate in the initiative from the initial strategy discussions through the delivery process, requirements gathering, design and implementation.In some cases creating or refining content. Deliver domain specific, hands-on product workshops.Drive development & analysis of telemetry & CRM data to perform early identification of at-risk accounts while continually advising the improvement of telemetry components, data sets & key performance indicators.Partner with Splunk customers to identify and overcome a wide array of adoption barriers.
Shape customer expectations and thoroughly align outcomes with customer requirements with laser focus on business value. In this role you will also help accelerate adoption by providing CS focused leadership during all stages of the project/program and advise project teams on implementation approach, strategy, integration, deployment, and adopt standard methodologies to improve delivery success and value realization. Market Group Interlock: As a liaison between Customer Success and the internal Market Group ecosystem: An expert voice inside the CS CSM Organization that can help prioritize what we work on in interlock, and bring more context and better root-cause analysis to the issues and concerns of O11y power-users that we engage with in the field. Helping us broadly get more domain expertise on how we use data to drive plays, decisions and diagnostics. This could include learning and enablement, innovating playbooks, consulting on the way we engage with telemetry, feature adoption, health and sentiment scores, churn reasons, etc. Customer Success Internal: Drive skill set up-leveling and differentiate towards deeper O11y-domain plays inside CS. This could include situations where the customer has issues, or is at risk, but also general support for meetings and interactions where it’s important to show up with obvious deep domain experience in an advisory or visioning capacity – helping get customers to the next level of engagement with Splunk and the Observability Portfolio. Customer Facing: Overlay engagement with generalist Portfolio CSMs on engagements that require deeper ITOps Domain knowledge. The CS Observability SME will have 3 main areas of focus. Role: The Splunk Customer Success Observability(O11y) SME has a deep understanding of how IT organizations and businesses implement, adopt and realize value from Splunk Observability Suite premium products. Learn more about Splunk careers and how you can become a part of our journey! At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. 
We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. Customer Success Manager Observability (O11y) Expert (SME) Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone.
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