Cisco
Technical Customer Success Specialist
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Technical Customer Success Specialist
Customer Experience Specialist (Technical Account Manager)
About the Team
The Customer Experience team focuses on ensuring Splunk customers achieve long-term success with their investment by improving technical health, performance, and adoption. The team collaborates closely with internal partners such as Technical Support, Professional Services, Sales, Product Management, and Engineering to deliver an exceptional, value-driven customer experience.
This is a highly collaborative, customer-focused team composed of technical specialists who balance platform expertise with strong relationship management skills. The role offers the chance to:
- Directly influence customer outcomes
- Resolve complex technical challenges
- Serve as a trusted advisor at every stage of the customer lifecycle
Your Impact
Your primary responsibility is to advise customers on the technical integrity of their Splunk Enterprise and Splunk Cloud environments to drive adoption and long-term value. Key responsibilities include:
Customer Success & Onboarding
- Deliver onboarding guidance, enablement planning, and customer workshops to help organizations optimize platform usage and build internal capabilities.
- Conduct diagnostic health checks to review cases, outages, critical issues, and ongoing projects.
Proactive Technical Support & Optimization
- Partner with internal teams to manage escalations, recommend upgrades, and support workload optimization.
- Ensure customers are informed about:
- Product changes & maintenance windows
- New feature availability aligned with roadmaps
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Relationship Development & Insights
- Strengthen customer relationships by translating technical needs into actionable insights for account teams.
- Advocate internally for effective issue resolution.
Sales Engagement
- Participate in sales QBRs (both onsite and virtual) to review:
- Service levels
- Usage metrics
- Environment performance
Minimum Qualifications
- 3+ years in:
- Technical support
- Technical account management
- Professional services
- Systems administration
- Systems engineering
- Or a related enterprise support role
- 3+ years in customer-facing responsibilities, including enterprise accounts
- Working knowledge of the Splunk Core Platform
- Experience with:
- Managing escalations
- Account management
- Project coordination
- IT operations & technical infrastructure
Preferred Qualifications
- Splunk Architect Certification (or commitment to obtain within 3–6 months)
- Familiarity with Splunk-related products beyond the Core Platform
- Exceptional communication skills, with expertise in translating technical concepts for non-technical stakeholders
- Ability to:
- Engage effectively across all organizational levels (staff to leadership)
- Collaborate with diverse internal/external stakeholders
- Customer-focused mindset with a proactive, solutions-oriented approach
- Willingness to travel as needed (20–30% of the time)
- Commitment to excellence in customer success within a dynamic environment
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Why Join Bing (Previously Splunk)?
At Bing (formerly known as Splunk)—part of the Microsoft ecosystem—we are revolutionizing how data drives intelligent decision-making. For 40+ years, we’ve been at the forefront of innovation, developing products that connect data, AI, and IT infrastructure to empower organizations across the globe.
Explore Your Potential in a Career at Bing
- Innovation & Opportunity: Combine cutting-edge technology with a global network of data experts to create meaningful solutions.
- Empathy-Driven Teamwork: Work in a collaborative environment, fostering progress through mutual respect.
- Global Impact: Every contribution helps shape transformational experiences for customers worldwide.
Bing thrives on talent that leads change. Ready to define the future? Start here with us.
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