Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
**Role Summary**:
The Customer Success Technical Solution Analyst will be responsible for guiding the configuration, maintenance, and support of various business systems used within Splunk's Customer Success organization focusing on Salesforce-related processes. This role will ensure that these systems and processes are functioning optimally and efficiently, and that they meet the needs of the organization. The Customer Success Technical Solution Analyst will collaborate with business and IT teams to define and support the implementation of system enhancements and improvements.
**What you'll get to do**:
- Proactively suggest improvements for the business teams by supervising product releases for what's new and evaluating the marketplace for trends and ideas
- Make recommendations on enhancement requests and system bugs and formulate requests for IT for various Customer Success tools
- Evaluate and provide guidance on bugs and improvements raised as SNOW tickets and develop plan of action for avoiding common issues
- Meet with Customer Success leadership and teams to discuss projects and roadmap, gather pain points and suggestions
- Partner with IT on a business initiatives to ensure we meet business objectives
- Understand and be able to provide guidance on how key business systems are used at Splunk including Salesforce Sales Console, Service Console, Omni-Channel, Chat and Experience Cloud, Jira, and other tools
- Understand key business processes within Customer Success such as Customer Success Management, Technical Support, and Professional Services
- Build and maintain documentation on Customer Success tool configurations, automations, and processes to facilitate change management and training for internal teams
- Reporting and analysis
**Must-have Qualifications**:
- Bachelor's degree in Computer Science, Information Systems, Business, or a related field
- 5+ years of experience in business systems administration, preferably in a corporate setting
- Experience in employee onboarding of software systems, providing training and support as needed
- Experience implementing or managing Salesforce for a Customer Success or Technical Support organization within a Technology company
- Deep technical skills in configuring and maintaining various business systems, including Salesforce and Jira
- Salesforce certifications a bonus
- Experience in system troubleshooting and issue resolution.
- Excellent communication skills, with the ability to collaborate optimally with both technical and non-technical stakeholders.
- Ability to work independently and proactively, with a strong sense of ownership and accountability.
- Highly adaptable to changing environments
- Strong analytical and problem-solving skills, with phenomenal attention to detail
- Excellent time management, organization, and prioritization skills
**Splunk is an Equal Opportunity Employer**
At Splunk, we believe creating a culture of belonging isn't just the right thing to do; it's 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**
Costa Rica
Base Pay: CRC 27,200,000.00 - 37,400,000.00 per year