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 SummaryThe Customer Success (CS) Business Analyst will be responsible for tracking, analyzing and auditing critical operational metrics for one of the CS Theaters. This individual will partner with CS operations functions and CS leadership to drive near real-time availability of repeatable business metrics and insights through dashboards and/or reports that will identify trends within the account base. This pivotal role will ultimately enable data that drives timely, effective, and predictive management of day-to-day CS business processes and strategic improvement initiatives.What you'll get to doRoutinely supervise, analyze and investigate any concerning metric trends within account baseDrive recurring inspection of operating and business impact metrics with management to ensure constant business awarenessEnsure management team is consistently setting, inputting, and updating MBOs for all employeesAssist CS Theater Leader with creation of executive readouts for employees, business partners and/or senior leadershipRepresent the theater-based CS team as a subject matter expert on improvement requests pertaining to systems or processesMonitor and reconcile in theater usage and consumption of services related sales campaignsCoordinate routine collection of accurate cross-services bookings forecasts and insights for the CS Theater LeaderEnsure up-to-date tracking of resource to account tracking in systemsAssist other internal business partners with the collection of any proprietary account or theater related CS informational inquiries, as well as with Customer Meeting prepMust-have QualificationsBachelor's degree or equivalent experience is required8+ years experience within a Customer Success organization, ideally in some combination of customer-facing and operational rolesMust be a collaborative self starter, with the ability to quickly assess the relative priority of potentially competing tasks and quickly refocus, as neededEffective and concise written and verbal communication skills are essentialMust possess an understanding of sales and service go-to-market motions within a cloud companyAbility to leverage, mine, merge, and modify spreadsheet data to derive business value and insightsGeneral understanding of a services P&L and how data elements can be adjusted to achieve a specific financial objectiveProficiency and comfort working within common CRM and data reporting platformsProfessionalism, positivity, and strong work ethic with a high level of integrity and collaboration
