Customer Experience Customer Success Technical Leader

Cisco•Durham, NC

8d•Remote

About The Position

As a Cisco Customer Experience Customer Success Technical Leader (Technical Account Manager: Splunk ES), 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

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

Nice To Haves

Strong command of Search Processing Language (SPL); experience developing and optimizing correlation and risk-based alerting rules.
Expertise in Assets and Identities, Threat Intelligence, Notable Events, Adaptive Response, and Risk-based Analytics.
Understanding of the Common Information Model (CIM) and experience with data onboarding, including forwarding architecture and technical add-ons.
Solid foundation in security operations, forensics, threat hunting, insider threats, and compliance.
Understanding of enterprise architecture across on-premise and Cloud environments (AWS, Azure, GCP).
Splunk Architect Certification

Responsibilities

Lead long-term engagements through consistent touchpoints, strategic guidance, and the development of comprehensive customer success plans.
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).
Tackle complex technical challenges, proactively identifying and resolving issues before they impact the customer.
Work cross-functionally with Customer Success Managers, Sales Engineers, and the broader Splunk ecosystem to ensure a unified customer experience.
Contribute to the creation of standard processes and procedures to drive service excellence and automate key functions.
Represent customer needs internally, ensuring their feedback directly informs our product innovation.

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
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
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)