Customer Success Manager, Slunk (FY25 New Add - Terr: 582-Kinney)

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Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: The Customer Success Manager serves as a trusted technical advisor, guiding clients through the adoption and optimization of the Splunk platform. This role is instrumental in ensuring technical excellence, building client relationships, and enhancing the overall customer experience. Combining technical expertise with client management skills, the Customer Success Manager creates tailored roadmaps for client success, resolves complex technical challenges, and develops resources to expand Splunk knowledge across teams. Additionally, the role involves mentoring teammates, refining processes, and driving engagement to achieve both client outcomes and organizational goals.

Key Duties and Responsibilities:

• Technical Splunk Excellence & Leadership:
  • Lead clients in their Splunk adoption by being their at-hand Subject Matter Expert.
  • Resolve technical Splunk issues and achieve technical Splunk outcomes for clients.
  • Leverage propriety software to assist with managing Splunk, and train client on software to equip them with their purchases.
  • Create materials and media to assist with building internal and external Splunk knowledge.
• Client Relationship Management:
  • Build and maintain relationships with clients, becoming trusted and reliable technical advisors.
  • Recommend and deliver roadmaps for clients that will enable them on Splunk adoption and achieving outcomes from their investments.
• Customer Experience Leadership:
  • Assisting other team members with their technical and client management journeys.
  • Supporting with reporting and creating processes for the team where applicable.

Required Knowledge, Skills, and Abilities:

Service Desk Experience: History of working service tickets in a queue style approach that is monitored for metrics and Service Level Agreement breaches.

• Client Management: Ability to lead clients on complex tasks as the Subject Matter Expert and vouch for Client’s success. Brining a consultant-like mindset with road mapping client success.
• Communication: Capable of both externally communicating to clients in an effective manner and internally communicating with teammates and leadership on client status.
• Technical Familiarity:
  • Splunk: Over 1 year of experience with the Splunk Platform and recommended to be certified to at least the Splunk Admin level.
  • Linux: Experienced with Command Line Interface and common Linux commands.
  • Networking: Understanding of common network troubleshooting and terminology.
• Mentorship and Teamwork: Leveraging experience to assist other Analysts with technical and client issues.
• Educational Background: Bachelor’s degree or equivalent experience; military experience is also valued.
• 5+ years Customer Success Experience
• Stong ability to pick up technical language to support Splunk environment.
• Stong organizational, written and communication skills.
• Ability to work in small and large groups and as an individual.
  

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

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