Customer Experience Customer Success Specialist

Meet the Team :   The   Custo mer Expe rience Cu stomer Success Spe ci alist   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:

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 p roven 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 e xpert-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.   E xpertise   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