Cisco
Customer Experience Customer Success Specialist
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Customer Experience Customer Success Specialist
Customer Experience Team — Role Overview
Technical Customer Success Manager
Location: [Specify Location] | Work Arrangement: Hybrid (with 20-30% travel)
About the Role
The Customer Experience team is dedicated to driving long-term success for customers by ensuring the technical health, performance, and adoption of their Splunk environments. This team collaborates closely with customers and internal partners—including Technical Support, Professional Services, Sales, Product Management, and Engineering—to deliver a unified, value-driven customer experience.
You’ll thrive in a highly collaborative, customer-focused environment where technical specialists merge platform expertise with strong relationship management. This role offers the opportunity to:
- Shape customer outcomes through direct advice and trusted guidance
- Solve complex technical challenges with innovative solutions
- Act as a strategic advisor across the customer lifecycle
Your Impact
You will play a critical role in empowering customers to maximize the value of their Splunk Enterprise and Splunk Cloud investments. Key responsibilities include:
Customer Onboarding & enablement
- Provide technical health and adoption guidance to ensure long-term success
- Lead onboarding processes, Enablement planning, and workshops
- Help customers build capability and optimize their platform usage
- Deliver diagnostic health checks to proactively identify issues
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Technical & Operational oversight
- Monitor customer environment health through case reviews, outages, critical issues, and ongoing projects
- Partner with internal teams to manage escalations, recommend upgrades, and support workload optimization
- Ensure customers stay informed about:
- Product roadmaps
- Maintenance windows
- New feature availability
Strategic Account Advocacy
- Translate customer needs into actionable insights for account teams
- Advocate internally to drive effective issue resolution
- Participate in quarterly business reviews (QBRs) with customers—both in-person and virtually—to review:
- Service levels
- Usage metrics
- Environment performance
Minimum Qualifications
- 3+ years of experience in:
- Technical support
- Technical account management
- Professional services
- Systems administration
- Systems engineering
- A related field
- 3+ years in an enterprise customer-facing role
- Hands-on working knowledge of the Splunk Core Platform
- Proven experience in:
- Managing customer escalations
- Leading account management and project coordination
- IT operations and technical infrastructure
Preferred Qualifications
- Certification or commitment to attain:
- Splunk Architect Certification (obtainable within 3–6 months)
- Familiarity with Splunk-related products beyond the Core Platform
- Exceptional verbal and written communication skills, with the ability to simplify technical concepts for non-technical audiences
- Experience engaging effectively with multi-level stakeholders, from individual contributors to senior leaders
- Customer service mindset, with a focus on proactive, solutions-oriented problem-solving
- Flexible Travel: Willingness to travel 20–30% as needed
- Commitment to customer success excellence in an evolving technology landscape
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Why Join Cisco?
Cisco is driving innovation to transform how data and infrastructure connect and secure organizations in an AI-powered future—and beyond. For 40 years, we’ve pioneered bold ideas to deliver solutions that empower the collaboration between humans and technology across the physical and digital worlds. Our offerings provide our customers with:
- Unmatched security
- Industry-leading visibility
- Empowering insights across the entire digital ecosystem
Through our global network of experts, bold experimentation, and inclusive teamwork, limits in growth and impact become just a construct of imagination. Because Cisco’s solutions put our impact everywhere—globally—we believe our power truly starts with you.
We are Cisco, and together, we’re shaping the future.
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