Customer Experience Customer Success Specialist

Cisco • Allen, AL

4d • Remote

About The Position

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. This role addresses organizations’ sophisticated technical challenges, proactively identifying and resolving issues before they impact the customer. You will deliver strategic, case-based technical consulting and collaborate with internal resources and customer-facing teams to manage customer needs. You will conduct research from various resources with the ability to consistently find answers to questions and solve sophisticated technical problems, and gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

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
• 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
• 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 (exempt)
• 80 hours of sick time off provided on hire date and each January 1st thereafter
• 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 (non-sales roles)
• performance-based incentive pay (sales roles)
• restricted stock units

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed