Customer Experience Customer Success Specialist

This is a remote role.

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.

What you'll get to do
●     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.

●    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.
●     Splunk Architect Certification achieved within 6 months of start

●     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

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. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 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

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s 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)

• 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

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.