NPS Product Manager - 30383

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.

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
• 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
30+ days ago