Customer Experience Manager, Federal - Splunk (Remote)

Cisco•Reston, VA

8d•$173,700 - $223,700•Remote

About The Position

This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey in alignment with sales and renewals teams, leveraging risk insights and adoption action plans to increase customer retention rates. It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience. Serving as a technology evangelist between customers and Cisco's product teams, the role provides feedback to inform product development and enhancements, stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to offer expert guidance, and applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows for enhanced scalability, efficiency, and business outcomes. The position is accountable for financials, including services revenue and margin, partnering with service delivery leadership to make strategic investment decisions and partnering with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals. Additionally, the role collaborates with sales, delivery, customer success, partners, renewals, and business entities to identify use cases and design and deliver solutions that drive value and business outcomes for customers, while leading Customer Value Workshops and CBRs to review adoption progress and drive customer outcomes and benefits expected from Cisco products and services, resulting in successful onboarding, adoption, and renewals. What You'll Do: •Leads creation and execution of E2E plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes •Applies good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment •Accountable for financials for defined accounts including services revenue, margin and making needed strategic investment decisions •Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions •Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts •Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback •Integrates Cisco technologies across accounts and applies AI-driven insights. •Leads collaboration with CSS, partner, BE, and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts •Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts •Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets •Applies insights from tools, and AI-driven dashboards to anticipate renewal risks and recommend interventions (e.g., training campaigns, executive alignment sessions). •Coordinates CX, delivery, and partner resources to execute against lifecycle milestones •Trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction •Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals •Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus •Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues •Leads customer engagements, collaborates and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience •Coordinates across teams during periods of high visibility outages or escalations to seek solutions •Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights •Applies advanced portfolio and financial expertise to make data‑driven decisions that maximize customer value and Cisco growth •Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential •Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency

Requirements

Must be a U.S. Citizen and have the ability to obtain a security clearance.
Bachelors + 12 years of related experience, or Masters + 8 years of related experience, or PhD + 5 years of related experience, or equivalent relevant work experience
Associate level (e.g., CCNA) or equivalent relevant certification expected.
Industry trend certifications
Candidates must maintain an active U.S Security Clearance Top Secret or higher.
5+ years related experience in software, subscription services and IT/Security organizations.
Experienced, tenured, SaaS-focused CSM in Cybersecurity, IT Operations or Observability with a track record of delivering technology-based outcomes in Fortune 500 Customers.
Consistent track record working at an Executive (C-Suite) Level in both the Customer and Vendor side, advocating for and securing engagement and dedication at that level.
Ability to take a programmatic approach by establishing clear outcomes for customer journeys, establish clear milestone-based plans towards the objective.
Strong collaboration and dynamic presentation skills.
Self-motivated with a consistent track record in leading programs and knowledge of how technology drives customer’s business.
Able to eliminate adoption obstacles using creative and adaptive approaches.
Comfortable working for a dynamic technical organization with large customers who will stretch our technology through scale and new use-cases.
Experience using Splunk or adjacent technologies in a large enterprise environment.
Experience leading or developing teams.

Responsibilities

Leads creation and execution of E2E plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes
Applies good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment
Accountable for financials for defined accounts including services revenue, margin and making needed strategic investment decisions
Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions
Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts
Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback
Integrates Cisco technologies across accounts and applies AI-driven insights.
Leads collaboration with CSS, partner, BE, and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts
Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts
Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets
Applies insights from tools, and AI-driven dashboards to anticipate renewal risks and recommend interventions (e.g., training campaigns, executive alignment sessions).
Coordinates CX, delivery, and partner resources to execute against lifecycle milestones
Trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction
Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals
Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus
Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues
Leads customer engagements, collaborates and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience
Coordinates across teams during periods of high visibility outages or escalations to seek solutions
Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights
Applies advanced portfolio and financial expertise to make data‑driven decisions that maximize customer value and Cisco growth
Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential
Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency
Partner with the regional sales manager, technical account manager and client architect to develop strategic adoption strategies.
Work with customer leaders to develop enterprise level customer success plans and Splunk roadmaps for successful adoption and value realization of all their products and services
Articulate value-based differentiators of Splunk’s solutions while making existing use-cases captivating and farming new use-cases to grow.
Build and present quarterly customer business reviews to executives.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
grants of Cisco restricted stock units
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
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (Non-exempt)
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) (Exempt)
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
annual bonuses
performance-based incentive pay on top of their base salary