Customer Experience Specialist – Customer Success, Splunk

Role Overview

• Drives strategic, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution
• Regularly leads customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs
• Acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes
• Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions
• Demonstrates deep knowledge across several products in a secondary architecture
• Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs
• Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals
• Manages adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience
• Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding
• Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items
• Designs and leads 1:many series; measures reach and impact
• Leads technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explains trade‑offs to stakeholders
• Integrates advanced telemetry and AI models, designs and runs complex labs (multi‑domain, multi‑site) to de‑risk deployments; documents “known good” patterns; adapts them dynamically to address specific customer technical challenges
• Acts as Technology Evangelist, turns field signals into product improvements, owns some high‑value asks, builds the case, and follows through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies
• Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results
• Leads cross-functional initiatives to scale best practices globally and improve customer outcomes
• Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy
• Represents CSS community and interests in planning and decision-making forums

Requirements

• Bachelors + 5 years of related experience, or Masters + 4 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience
• Expert level (e.g., CCIE) or equivalent relevant certification expected
• Industry trend certifications

Benefits

• medical, dental and vision insurance
• a 401(k) plan with a Cisco matching contribution
• paid parental leave
• short and long-term disability coverage
• basic life insurance
• 10 paid holidays per full calendar year
• 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
• Non-exempt employees receive 16 days of paid vacation time
• Exempt employees participate in Cisco’s flexible vacation time off program
• 80 hours of sick time off provided on hire date and each January 1st thereafter
• up to 80 hours of unused sick time carried forward from one calendar year to the next
• Optional 10 paid days per full calendar year to volunteer