Leader, Customer Experience Customer Success Specialist

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** Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received** .

Meet the Team

Are you looking to make a measurable impact? As a Cisco Customer Experience Customer Success Technical Leader (Area Technical Account Manager), you will serve as a pivotal partner to Area management teams and our most important customers. You will bring strategic technical mentorship to the global stage, helping customers optimize their Splunk environment while simultaneously acting as the "voice of the customer" to influence our product roadmap.

You are a self-motivated expert who thrives in evolving environments, passionate about guiding customers through their journey to unlock the full potential of Splunk. You will manage a team of highly skilled Splunk experts adept at understanding, adapting, and guiding our account teams and customers on how to best use Splunk.

Are you up for the challenge?

Responsibilities:

+ Manage a team of highly skilled Splunk Platform and/or Security Area Technical Account Managers

+ Aligned to a regional theatre and/or sales region to develop, maintain, and strategically support relationships with Customer Success Executive (CSE), Technical Success Engineer (TSE), Solution Engineer (SE), Solution Architect (SA) Area managers.

+ Ensure the Area Technical Account Managers are developing strong partnerships with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:

+ Onboarding & Enablement - deliver workshops, prescriptive guidance/assistance, achieve onboarding milestones

+ Proactively engaging Area aligned Technical Success Engineers to review and assess their account's health situations, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date.

+ Proactively engaging Area aligned Solution Engineers/Solution Architects to review and assess accounts with Data Management/Optimization opportunity.

+ Proactively engage Customer Success Executives to execute account/ success plan reviews and generating 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 CSE/TSE/SE/SA management teams, through frequent touchpoints, ensuring Area Technical Account Managers are focused on the highest priority accounts aimed at addressing risk accounts or helping growth accounts.

+ Collaborate and actively listen to both technical and non-technical stakeholders (from IT admins to executives)

+ Manage the capacity of the Area Technical Account Manager team balancing internal collaboration, short-term customer engagements, and strategic extended-term customer engagements.

+ Manage the lifecycle of Area Technical Account Managers extended strategic case-based delivery engagements, up to 90 days of high-quality technical assistance, ensuring actions plans are developed and approved by the customer, outcomes are achieved in alignment with account team/customer goals, and close out presentations are delivered demonstrating the value attained.

Your Impact

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** Technical Excellence:
** Provide high-quality guidance on use-case development, configuration, and optimization, focusing on Splunk Enterprise (Core).

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** Problem Solving:
** Tackle complex technical challenges, proactively identifying and resolving issues before they impact the customer.

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* Collaboration:

** Work cross-functionally with Customer Success Executives, Sales Engineers, Technical Success Engineers and the broader Splunk ecosystem to ensure a unified customer experience.

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** Operational Scale:
** Contribute to the creation of standard processes, procedures, and deliverables to drive service excellence and automate key functions.

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** Advocacy:
** Represent customer needs internally, ensuring their feedback directly informs our product innovation.

Minimum Qualifications

+ Experience in technical consulting management.

+ Experience in commercial software and/or hardware industry.

+ Knowledge of…