Customer Success Area TAM Splunk Specialist

Summary

Cisco is a technology company that provides solutions connecting and protecting organizations across digital and physical environments. The Customer Success Area TAM Splunk Specialist serves as a Splunk expert, supporting customer success and account teams through technical consulting, onboarding, adoption, risk management, and resolution of sophisticated customer challenges.

Responsibilities

• Highly skilled and aligned to Splunk’s Core licensed product, such as Enterprise and Cloud
• Aligned to a specific Area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions
• Develop positive relationship with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:
• Onboarding & Enablement – deliver workshops, prescriptive mentorship/assistance, achieve onboarding milestones
• Proactively engaging Area aligned Technical Success Engineers to review and assess their account’s health situation, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date
• Proactively engaging Customer Success Executives on adoption/use case-related work opportunity
• Scoping the level of effort and developing a technical action plan to address the technical situation based on your assessment
• Proactively engage Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes
• Strategic case-based delivery, up to 90 days of assistance, which is requested by internal Area aligned account teams or management
• Address organizations’ sophisticated technical challenges, proactively identifying and resolving issues before they impact the customer
• Deliver strategic, case-based technical consulting
• Collaborate with internal resources and customer-facing teams to manage customer needs
• Conduct research from various resources with the ability to consistently find answers to questions and solve sophisticated technical problems
• Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions

Skills

• * Three or more years of experience administering and using Splunk Core (Enterprise/Cloud)
• * Strong Splunk architecture, data onboarding, and Splunk Core product feature experience
• * Strong SPL (Search Processing Language) skills are critical
• * Solid experience in technical consulting or big-data analytics
• * Trusted technical advisor skilled at handling assigned tickets and Area aligned priorities. Engages in “out of the box” thinking to resolve problems
• * Conflict Resolution - Ability to engage in critical issue management
• * Influencing/Negotiating - Ability to influence peers, Splunk leadership and customers. Ability to manage highly sophisticated/distributed IT environments and/or accounts that demand a high level of mediation and conflict resolution abilities
• * Strong customer-facing skills to instill confidence and guide towards resolution
• * Ability to balance multiple account teams, customers and conflicting priorities effectively
• * Strong understanding of common enterprise applications
• * Statistical and analytical modeling skills are a plus
• * Experience with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools
• * Direct experience with Splunk product implementation of focus and Splunk Cloud
• * Experience with cloud migration projects
• * Expertise in Splunk Data Management Techniques training and experience with implementing solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search
• * Splunk Architect certification

Qualifications

Must Haves

• * Three or more years of experience administering and using Splunk Core (Enterprise/Cloud)
• * Strong Splunk architecture, data onboarding, and Splunk Core product feature experience
• * Strong SPL (Search Processing Language) skills are critical
• * Solid experience in technical consulting or big-data analytics
• * Trusted technical advisor skilled at handling assigned tickets and Area aligned priorities. Engages in “out of the box” thinking to resolve problems
• * Conflict Resolution - Ability to engage in critical issue management
• * Influencing/Negotiating - Ability to influence peers, Splunk leadership and customers. Ability to manage highly sophisticated/distributed IT environments and/or accounts that demand a high level of mediation and conflict resolution abilities
• * Strong customer-facing skills to instill confidence and guide towards resolution
• * Ability to balance multiple account teams, customers and conflicting priorities effectively

Nice to Haves

• * Strong understanding of common enterprise applications
• * Statistical and analytical modeling skills are a plus
• * Experience with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools
• * Direct experience with Splunk product implementation of focus and Splunk Cloud
• * Experience with cloud migration projects
• * Expertise in Splunk Data Management Techniques training and experience with implementing solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search
• * Splunk Architect certification

Benefits

• Remote role
• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short- and long-term disability coverage
• Basic life insurance
• Eligibility to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
• 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
• 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 a 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 the hire date and each January 1st thereafter
• 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, subject to the applicable Cisco plan