Customer Engagement Manager, Splunk

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

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 Engagement Manager serves as a trusted advisor, guiding clients through the adoption and optimization of the Splunk & Atlas platforms. This role is instrumental in ensuring technical excellence, building client relationships, ensuring business outcome achievement through our Splunk Solutions and enhancing the overall customer experience. Combining technical expertise with client management skills, the Customer Engagement 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 & Customer Leadership:
  
  
  
  • Lead clients in their Splunk adoption by being their go-to resource regarding their Splunk Solutions services such as Expertise on Demand, Managed Services, and Atlas
  • Escalate technical Splunk issues and achieve business outcomes for clients
  • Leverage propriety software to assist with managing Splunk, and train client on software
  • Create materials and media to assist with building internal and external Splunk knowledge
  
  
  
  
• Client Relationship Management:
  
  
  
  • Build and maintain relationships with clients serving as a Trusted Advisor
  • Recommend and deliver roadmaps for clients to enable Splunk adoption and enablement to drive renewals and defined outcomes
  • Deliver monthly or more frequent business reviews as needed with customers
  • Identify account growth opportunities and serve as the liaison with sales teams
  
  
  
  
• Customer Experience Leadership:
  
  
  
  • Assist internal and external team members with client management journeys
  • Create and standardize customer onboarding, engagement, and renewal programs
  • Build, maintain, and evangelize templates, reporting, and KPIs to drive customer success
  
  
  
  

Required Knowledge, Skills, and Abilities:

• Client Management: 3+ years' experience creating Customer Success measures and delivering outcomes with large accounts
• Service Desk Experience: 1+ years working service tickets in a queue style approach monitored for metrics and Service Level Agreement breaches
• Consulting: Bring a process and results driven focus to drive creation and completion of customer journey maps. Setting and measuring appropriate KPIs is critical to success in this role
• Communication: Capable of both externally communicating to clients in an effective manner and internally communicating with teammates and leadership on client status. Creating customer cadence and setting expectations will be an additional measure of success
• Technical Aptitude: 1+ years' experience working in a technical environment, SAAS or Professional Services delivery highly preferred
• Educational Background: Bachelor's degree or equivalent experience
  

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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.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://presidio.com

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.