Sr Customer Success Account Executive
Current■ Manage a Portfolio of Tier 1 clients with an average of 10M ARR.■ Repeatedly managed Client experience to reduce churn and expand account, averaging a 98% renewal and 150% YoY expansion. ■ Assist escalated clients on their Splunk Journey to make their business goals actionable and realized with their investment in Splunk.■ Assist clients with their business challenges and respond to barriers to adoption of Splunk software. These could be financial, technical, effort, or personal.■ Maintain overall account team responsibility and responsiveness to client needs. This could involve ancillary functions such as technical associates, product specialists, or other experts as needed.■ Assist clients with product roadmaps, business reviews, workshops, and coordination activities to help with decision making on product choice.■ Internally, the CSM teams work hand in hand with the larger account team members such as the sales teams and SE teams, to drive the client story into a success, by resolving challenges and roadblocks they may be experiencing, resulting in larger renewals, and happier, more successful clients.■ Evangelize the Splunk story of “data to everything” which means that every decision made is based on data to allow the client to make the most informed decision for their business.■ Internal Duties As a Senior Level■ Team Member account overview and assignments.■ Management of renewal risks and risk analysis.■ Internal and external account escalations.■ Responsible for leading and maintaining a productive, high performing, successful Customer Success team.■ Manage up and down expectations and requirements.■ Coordinate Customer Success response with regional sales executives.■ Work with Account Teams to build out best practices and documentation.
