Customer Experience Customer Success Specialist

Cisco•Herndon, VA

1d•Remote

About The Position

The Customer Success team at Splunk, a Cisco company, partners directly with enterprise organizations to accelerate digital resilience and maximize the business value of their technology investments. We serve as trusted strategic advisors, guiding customers through progressive adoption journeys across cybersecurity, observability, and IT operations platforms. Our team culture is collaborative, customer-obsessed, and agile, combining deep technical domain expertise with consultative relationship-building. Working at the forefront of the Cisco and Splunk integration, you will help leading global enterprises solve complex operational challenges, optimize data utilization, and achieve measurable business outcomes. The Customer Success Specialist plays a vital role at Splunk and is responsible for ensuring the technical health of our customers. This position requires extensive knowledge of Splunk products to provide mentorship on standard methodologies for Splunk Cloud and Enterprise deployments. The Customer Success Specialist also assists customers in their adoption journey by offering product support, advisory services, and handling critical issues. The Customer Success Specialist will proactively develop and orchestrate technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize Splunk investments and promote the full utilization of Splunk technologies. By fulfilling these responsibilities, this role helps customers improve the value of their Splunk investment while ensuring that their platform is operating efficiently.

Requirements

8 year experience in technical support, professional services, systems administration/engineering or related experience
Experience building customer relationships and handling commercial accounts.
Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.
Familiarity with Splunk-related products
Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders.
Work independently and as part of a team
Occasional travel may be required.

Nice To Haves

BA/BS technical degree
Knowledge of software development process and technical environments
Solid understanding of Splunk Core Platform
Active government security clearance (eg. Secret, Top Secret, TS/SCI)
Solid understanding of Splunk Core Platform and Splunk Enterprise Security
Other industry certifications from AWS, Google, and Azure
Splunk Architect Certification achieved within 6 months of start

Responsibilities

Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers.
Oversee TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motion.
Provide mentorship, planning, and recommendations for a customer’s overall technical health.
Work with relevant teams to proactively handle customers' critical issues, recommend environment upgrades or add-ons, upgrade readiness, new feature awareness, and maintenance windows.
Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery.
Assess cloud overages and leverage appropriate services for workload optimization.
Participate in QBRs with customers virtually to review service levels, usage metrics and customer environment performance.

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 employees)
flexible vacation time off program (exempt employees)
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