NPS Product Manager

The NPS Product Manager will drive all aspects of the NPS Product at Splunk. This person will be responsible for leading the NPS Program by relaunching Splunk’s internal NPS Product with the goal of aligning across Splunk to implement an NPS annual survey. Working with internal customers and teams, This person will craft, develop, and facilitate execution of the NPS survey. The NPS Product Manager will help Splunk better understand our customer problems and provide reporting to the business with the goal of delivering improved customer experience with product, people and services.

In this role, you will work within the overarching Voice of the Customer program to supply customer experience findings as a result of the NPS survey. You will cultivate relationships with internal team members to identify NPS requirements and to partner in survey execution and analysis findings. With these findings, you will build reporting materials and provide communications to report key NPS themes and findings.

You’ll work closely with Splunk's Data team to understand technical aspects of NPS execution and ensure requirements are met to optimize and drive better customer participation. You’ll also collaborate with other groups including Customer Marketing, GTMO, Product, Sales and CS platforms to both review survey goals, but also report out on findings.

What you'll get to do

• Conduct SWOT analysis of existing NPS
• Define NPS success measures (quantity/quality)
• Document requirements for NPS infrastructure
• Analysis of contacts to identify contact cohort
• Craft the email and survey experience to ensure high engagement/performance
• Plan survey questions and format
• Socialize questions and format across teams
• Outline reporting expectations (analytical lens/ reporting methodology)
• Provide survey format and questions to NPS survey execution team
• Manage survey execution/ survey distribution to customers
• Manage survey reminders to customers to complete surveys
• Run collection of NPS survey feedback
• Develop a closed loop process with NPS customer feedback, to ensure each response is addressed individually
• Synthesize data/responses on NPS surveys
• Analyze survey results by working with Data Analyst to contextualize against additional data sources
• Identify y/y trends
• Disseminate survey results and reporting across Splunk
• Provide NPS dashboards and reports
• Facilitate discussion and drive to actions on themes

Must-have Qualifications

• BS/BA degree with 5 years related experience, or 6 years industry experience
• Self motivated and proactive leadership ability to self-direct and work independently
• Strong customer empathy with passion and drive to assist
• Minimum of 3 years in SaaS company orchestrating and delivering Customer Experience programs
• Minimum of 5 years of Product Management, Customer Success Management or equivalent experience
• Tested interpersonal skills working on cross-functional teams with diverse collaborators
• Experience managing competing priorities to improve impact
• A focus on results; driving toward meeting and exceeding goals
• Data investigation and analysis skills
• A proven ability to start with a high-level vision and take it through entire lifecycle including launch and adoption
• A level of comfort in both technical & business conversations
• A combination of long-range thinking and pragmatic delivery to yield the best short term and long term results
• A startup mentality and become comfortable with constantly evolving environments and expectations

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

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $129,600.00 - 178,200.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $116,000.00 - 159,500.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $104,800.00 - 144,100.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.