Customer Experience Customer Success Technical Leader

Cisco

1d•Remote

About The Position

Are you looking to make a measurable impact? As a Cisco Customer Experience Customer Success Technical Leader (Splunk), you will serve as a pivotal partner to 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.

Requirements

Splunk Proficiency: Deep technical knowledge of Splunk Enterprise Security (ES) configuration, administration, and development.
Trusted Advisor: Ability to build deep partnerships, manage complex negotiations, and resolve conflicts with grace.

Nice To Haves

Core Skills: Strong command of Search Processing Language (SPL); experience developing and optimizing correlation and risk-based alerting rules.
Security Frameworks: Expertise in Assets and Identities, Threat Intelligence, Notable Events, Adaptive Response, and Risk-based Analytics.
Data Management: Understanding of the Common Information Model (CIM) and experience with data onboarding, including forwarding architecture and technical add-ons.
Cybersecurity Domain: Solid foundation in security operations, forensics, threat hunting, insider threats, and compliance.
Infrastructure: Understanding of enterprise architecture across on-premise and Cloud environments (AWS, Azure, GCP).
Travel: Up to 20% travel may be required for customer-facing activities.

Responsibilities

Strategic Adoption: Lead long-term engagements through consistent touchpoints, strategic guidance, and the development of comprehensive customer success plans.
Technical Excellence: Provide high-quality guidance on use-case development, configuration, and optimization, focusing on Enterprise Security (ES) and security applications like Splunk User Behavior Analytics (UBA).
Problem Solving: Tackle complex technical challenges, proactively identifying and resolving issues before they impact the customer.
Collaboration: Work cross-functionally with Customer Success Managers, Sales Engineers, and the broader Splunk ecosystem to ensure a unified customer experience.
Operational Scale: Contribute to the creation of standard processes and procedures to drive service excellence and automate key functions.
Advocacy: Represent customer needs internally, ensuring their feedback directly informs our product innovation.

Benefits

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance.
Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.