Customer Program Manager

About the Role

Join the dynamic Splunk Professional Services team as a Customer Program Manager, playing a vital role in guiding customers and partners through their journey with Splunk's solutions. This position demands a blend of strong project management and technical skills, excellent communication, and a commitment to driving successful outcomes for clients.

Key Responsibilities

• Lead and oversee complex projects from initiation to successful completion, fostering customer trust through professional leadership and clear reporting.
• Create and manage comprehensive project plans, including budgets (P&L), task assignments, key milestones, and resource allocation based on Statements of Work (SOWs).
• Maintain detailed project reports tracking burn rate, progress, risks, and dependencies, ensuring transparent communication with key stakeholders.
• Evaluate customer-specific conditions such as security protocols, onboarding processes, background checks, and access requirements.
• Identify opportunities to promote Splunk products and services that align with evolving customer needs.
• Collaborate regularly with sales teams to anticipate upcoming projects and properly prepare for Professional Services engagement.
• Work with Sales Engineering to ensure timely PS involvement for technical review and influence.
• Build customer confidence using proven methodologies, templates, blueprints, and prior success stories.
• Understand solution options at a high level and leverage subject matter experts to define outcomes and set realistic customer expectations.
• Drive the RFP and SOW development processes in partnership with sales and PS teams.
• Ensure accurate and current forecasting, documentation, and system records supporting both booking and revenue tracking.
• Act as a customer advocate in resolving issues swiftly, ensuring customer satisfaction and effective problem remediation.

Required Qualifications & Experience

• Bachelor's degree in technology, marketing, management, or a related area.
• Between 5 and 10 years of established experience in service or software sales and/or program management.
• Strong familiarity with lifecycle service methodologies, professional services frameworks, and enterprise software agreements.
• Proven ability to manage diverse customer profiles and tailor both verbal and written communications accordingly.
• Demonstrated leadership skills including managing teams and driving critical organizational initiatives.
• Experience with forecasting, market analysis, and tracking customer satisfaction metrics.
• Track record of successfully leading complex customer projects with cross-functional teams, applying both waterfall and agile methodologies.
• Familiarity with Professional Services tools such as Professional Services Automation platforms, CRM systems, and project management software like FinancialForce, Salesforce, Jira, etc.
• Technical competence to translate customer requirements into proposals with minimal consultant/architect support.

Additional Details

• Employment nature: Full-time, hybrid work environment.
• Weekly work hours: 48 hours.
• Benefits include healthcare, insurance, employee stock purchase programs, flexible spending accounts, flexible work arrangements, schooling allowances, and more.
• Application window opens from 4th August and remains open for 3 to 4 weeks.

About Cisco

Cisco is at the forefront of technology innovation, enabling organizations to connect, protect, and optimize data infrastructure in the age of AI and beyond. With over 40 years of fearless innovation, Cisco delivers unparalleled security, visibility, and insights across digital landscapes. Our global team collaborates with empathy and passion, creating opportunities for growth and impact worldwide. Join us to be part of a transformative journey where your contributions make a global difference.