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 NPSDefine NPS success measures (quantity/quality)Document requirements for NPS infrastructureAnalysis of contacts to identify contact cohortCraft the email and survey experience to ensure high engagement/performancePlan survey questions and formatSocialize questions and format across teamsOutline reporting expectations (analytical lens/ reporting methodology)Provide survey format and questions to NPS survey execution teamManage survey execution/ survey distribution to customersManage survey reminders to customers to complete surveysRun collection of NPS survey feedbackDevelop a closed loop process with NPS customer feedback, to ensure each response is addressed individuallySynthesize data/responses on NPS surveysAnalyze survey results by working with Data Analyst to contextualize against additional data sourcesIdentify y/y trendsDisseminate survey results and reporting across SplunkProvide NPS dashboards and reportsFacilitate discussion and drive to actions on themesMust-have Qualifications

　　BS/BA degree with 5 years related experience, or 6 years industry experienceSelf motivated and proactive leadership ability to self-direct and work independentlyStrong customer empathy with passion and drive to assistMinimum of 3 years in SaaS company orchestrating and delivering Customer Experience programsMinimum of 5 years of Product Management, Customer Success Management or equivalent experienceTested interpersonal skills working on cross-functional teams with diverse collaboratorsExperience managing competing priorities to improve impactA focus on results; driving toward meeting and exceeding goalsData investigation and analysis skillsA proven ability to start with a high-level vision and take it through entire lifecycle including launch and adoptionA level of comfort in both technical & business conversationsA combination of long-range thinking and pragmatic delivery to yield the best short term and long term resultsA startup mentality and become comfortable with constantly evolving environments and expectationsSplunk 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.