Meet the Team:
The Customer Experience Customer Success Specialist at Splunk is a critical team member responsible for the technical health and success of our customers’ adoption journey. You will bring your deep product knowledge to advise customers on their platform health, providing guidance on Splunk Enterprise and Splunk Cloud adoption and technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk. As a Splunk Customer Experience Customer Success Specialist, you will support our customers on their adoption journey through proactive platform health assessment, advisory and management of customer escalations.
Your Impacts:
Act as point of contact for technical health issues and escalation management for enterprise customers.
Deliver customer onboarding guidance, enablement planning, administration and management workshops.
Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organizations (technical support, services, sales, product development, product management, and executive leadership teams).
Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
Participate in sales QBRs with customers (on-site and virtually) to review service levels, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer escalations and configurations and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
Assess all cloud overages and leverage services for workload optimization solutions.
Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams.
Understand, document and communicate the customer’s needs to the Account Team.
Keep the customer informed of key information that may be critical to their success (e.g.product roadmaps, new product releases, customer events, or organizational changes)
Qualifications:
Minimum Qualifications
Bachelor’s degree +6 years of related experience.
Relevant work experience in Customer Success, Technical Account Management, or Professional Services, or other equivalent fields.
4 years of proven ability to manage high-complexity, multi-domain, and multi-site enterprise deployments in customer-facing role.
Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
Ability to communicate effectively with individual contributors to senior leaders
Work independently and as part of a team
Experience with IT operations and technical infrastructure
Travel up to 30% may be required
Preferred Qualifications
Active expert-level Splunk certification (e.g., Architect or Admin) or equivalent technical certification or experience is highly desirable.
Relevant industry domain knowledge and experience in cybersecurity, observability, data platform, or AI is beneficial.
Expertise or proven track records in AI-analytics integration and advanced telemetry to de-risk and optimize customer environments.
Demonstrated experience in leading cross-functional or global initiatives is a plus.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Skills Required
- Bachelor's degree plus 6 years of related experience
- Relevant work experience in Customer Success, Technical Account Management, or Professional Services
- Minimum 4 years managing high-complexity, multi-domain, multi-site enterprise deployments in customer-facing roles
- Strong verbal and written communication skills; ability to explain technical concepts to non-technical audiences and communicate with senior leaders
- Ability to work independently and as part of a team
- Experience with IT operations and technical infrastructure
- Willingness to travel up to 30%
- Active expert-level Splunk certification (Architect or Admin) or equivalent technical certification/experience
- Domain knowledge in cybersecurity, observability, data platforms, or AI
- Expertise in AI-analytics integration and advanced telemetry for environment optimization
- Experience leading cross-functional or global initiatives
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
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Healthcare Strength — Health coverage is described as robust with multiple plan options and access to onsite/virtual LifeConnections Health Centers on major campuses. Company materials also highlight mental-health resources and comprehensive preventive care, supporting strong core medical benefits.
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Leave & Time Off Breadth — Time away includes company‑wide recharge days, a paid birthday, a year‑end shutdown, and paid Critical Time Off for emergencies. Paid volunteer days further expand opportunities to step away and recharge.
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Parental & Family Support — Policies include a global minimum for paid parental leave for primary caregivers, caregiving concierge services, and on‑site children’s learning centers in select locations. In the U.S., family‑building support is consolidated under Carrot with a defined lifetime maximum, indicating structured assistance across fertility, preservation, adoption, and surrogacy.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
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