Richard Brown

About Richard Brown

QUALIFICATIONS SUMMARY OVERVIEW Service Delivery Manager; specializing in…

Experience

1. Customer Success Manager

   Splunk

   Jan 2023 — Present

   Supporting the Strategic Northwest Territory to include Meta, Nordstrom, Kaiser Permanente, Premera Blue Cross and AMD Advanced Micro Devices • Providing planning and oversight while demonstrating adoption and technical best practices to ensure customers achieve their strategic objectives and maximum value from their investment in Splunk. • Liaison between the customer and the Splunk ecosystem, streamlining partnership with Product Management, Engineering, Professional Services, Education, and others. • Orchestrate overall relationship with assigned clients, which will include Growing adoption, ensuring retention, and happiness. Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives. Measure and monitor customer\'s achievement of critical and key performance indicators, reporting both internally to Splunk Account team and externally to Customer Sponsors and Executives. • Trusted/strategic advisor with customers and drive continued value of our products and services. • Work to identify and/or develop upsell opportunities while advocating customer needs/issues cross-departmentally and program-manage customer concerns. • Provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence. • Demonstrate the value of Splunk solutions and lead periodic partner meetings. • Provide insight with respect to the availability and applicability of new products and features. • Support Professional Services with scoping and selling follow-on and new service opportunities. • Support Education Services in identifying and recommending staff training opportunities. • Identify in cooperation with the Account team the key success criteria for Splunk deployment and drive customer happiness. • Act as the Splunk liaison for Splunk technical inquiries, issues, or escalations. This will include working with Splunk Support, Product Management, or others as needed.

Education

• ATI

  Information Technology & Computer Science

• Stratford University

  Enterprise Network Professional

  1996 — 2000