Customer Experience Customer Success Specialist

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received
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As a Customer Success Area TAM Specialist, you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best‑of‑the‑best with the team. You will be a Splunk expert and adept at understanding, adapting, and guiding our account teams and customers on how to best use our Platform.

Are you up for the challenge?

• Highly skilled and aligned to Splunk’s Core licensed product, such as Enterprise and Cloud.
• Aligned to a specific Area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions.
• Develop positive relationship with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:
• Onboarding & Enablement – deliver workshops, prescriptive mentorship/assistance, achieve onboarding milestones
• Proactively engaging Area aligned Technical Success Engineers to review and assess their account’s health situation, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date.
• Proactively engaging Customer Success Executives on adoption/use case‑related work opportunity.
• Scoping the level of effort and developing a technical action plan to address the technical situation based on your assessment.
• Proactively engage Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes.
• Strategic case‑based delivery, up to 90 days of assistance, which is requested by internal Area aligned account teams or management.

• Address organizations’ sophisticated technical challenges, proactively identifying and resolving issues before they impact the customer.
• Deliver strategic, case‑based technical consulting.
• Collaborate with internal resources and customer‑facing teams to manage customer needs.
• Conduct research from various resources with the ability to consistently find answers to questions and solve sophisticated technical problems.
• Gain agreement with account team members and customer decision‑makers on the tangible value of proposed solutions.

• Three or more years of experience administering and using Splunk Core (Enterprise/Cloud).
• Strong Splunk architecture, data onboarding, and Splunk Core product feature experience.
• Strong SPL (Search Processing Language) skills are critical.
• Solid experience in technical consulting or big‑data analytics.

• Strong understanding of common enterprise applications.
• Statistical and analytical modeling skills are a plus.
• Experience with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.
• Direct experience with Splunk product implementation of focus and Splunk Cloud.
• Experience with cloud migration projects.
• Expertise in Splunk Data Management Techniques training and experience with implementing solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search.
• Splunk Architect certification

• Trusted technical advisor skilled at handling assigned tickets and Area aligned priorities. Engages in “out of the box” thinking to resolve problems
• Conflict Resolution
  - Ability to engage in critical issue management
• Influencing/Negotiating
  - Ability to influence peers, Splunk leadership and customers. Ability to manage highly sophisticated/distributed IT environments and/or accounts that demand a high level of mediation and conflict resolution abilities
• Strong customer‑facing skills to instill confidence and guide towards resolution.
• Ability to balance multiple account teams, customers and conflicting priorities effectively.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with…