Mark Slayton Email & Phone Number

The Technical Success Engineer at Splunk is a critical team member responsible for the technical health of our customers. I bring your deep product knowledge to advise customers on their platform health, providing guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk. As a Splunk Technical Success Engineer, I support my customers on their adoption journey with product support, advisory and management of customer escalations.

Us Remote

Part of the Service Cloud TPM team, focused on DEEVO programs and products (namely Service Cloud Voice and Digital Messaging channels).- Lead programs by achieving alignment on program scope, release planning, as well as aligning one or more teams on vision, business goals, creating program structure, and securing cross-functional alignment.- Drive teams through the Software engineering experience using Agile and demonstrated analytical and technical skills.- Drive Steering Committee meetings with key stakeholders for each program to help make key decisions, remove obstacles, and address key program issues. Be the key driver to ensure business goals are met and drive the strategic vision of each program.- Develop strong partnerships with key functional stakeholders to drive focus on business goals. Be a trusted partner for executive management to ensure program success.- Partner with cross-functional teammates to drive workgroup alignment meetings to address tactical release issues, dependencies, team status, production issues, metrics review, milestones, etc. (cross functional - Product Owners, Scrum Masters, TechOps, Release Eng, Capacity, Functional Managers, Release Management).- Provide visibility to program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting (to all stakeholders, team members, and interested parties).- Manage "program/feature" dependencies across multiple teams, scrum teams, functions, divisions, and stakeholders.- Anticipate and remove obstacles with a sense of urgency that slow down or prevent project teams from delivering on project goals.- Provide monthly program reviews and updates at sprint reviews (deep dive into current state of project goals, risks, escalations).

Indianapolis, Indiana Area

- As part of the Signature Success team, owns and manages the support relationship and delivery for some of Salesforce’s largest customers, who are using the platform for mission-critical functionality. Ownership assignment has ranged from 1-4 accounts, depending on complexity; currently responsible for a single global beverage corporation’s three US business units.- Plans and delivers customer-facing communications across the full engagement lifecycle, including onboarding, weekly/quarterly reviews, and ad-hoc assistance.- Coordinates with customer stakeholders in development and deployment planning, helping balance customer priorities and timelines with awareness of Salesforce’s infrastructure activities.- Monitors the progress of cases throughout the support lifecycle, assisting with prioritization, escalations, and critical issue resolution.- Leads cross-team collaboration to resolve issues and ensure customer success, coordinating between customer stakeholders, success managers, program architects, infrastructure engineering, and Salesforce product management.- Participating in the Accelerate program, a training curriculum building management skills for Salesforce’s next generation of people leaders.- Acts as a leader and mentor within the Signature (SIG) team, helping to onboard new SIG team members, and providing knowledge and insight around department procedure and consultative best practices.- Assists with defining and revising SIG business practices, in collaboration with other team members and department management.- Interviews new candidates for the SIG team.

Remote

- Served as primary consultant for multiple engagements across a variety of industries and clients with widely varied project goals.- Lead and assisted discovery efforts with Red Argyle’s clients, both early in engagements to help define project scope, and during the course of engagements to identify specific improvements.- Worked both independently and with other Red Argyle staff and developers to design solutions to customer issues using Salesforce’s declarative configuration features, Apex and Visualforce development, and development using external or custom tools.- Devised and delivered training sessions on general Salesforce functionality and specific developed solutions, both for client users and client administrators.- Acted as Red Argyle’s in-house expert on both data upload and configuration techniques in Salesforce, and on a variety of third-party Salesforce extensions and solutions, including Conga, EchoSign, DemandTools, Jitterbit Data Loader, and GridBuddy.- Helped to devise Red Argyle’s internal data security standards, encompassing such items as data encryption requirements, password policies, file sharing technologies, and backup security procedures.

Iowa City, Iowa Area

(From October 2010)- Served as both solo administrator and co-administrator for a Salesforce implementation at one of America’s largest educational and standardized testing non-profits, with over 300 users in a variety of roles and departments.- Provided day-to-day support for data entry, data manipulation, user management, and various other functions.- Performed mass data uploading and manipulation via both Salesforce-developed and third-party tools.Developed cross-departmental system implementations, working hand-in-hand with departmental management.