Customer Success Splunk Platform Area TAM (Service Providers)

Cisco is a technology company focused on connecting and protecting data and infrastructure through security, visibility, and insight solutions. The Customer Success Splunk Platform Area TAM will serve as a Splunk expert, guiding customers and account teams in platform adoption, technical health, onboarding, and value realization. The role also provides strategic technical consulting, resolves complex challenges, and improves customer success processes and tools.

Responsibilities:

• Develop strong partnership with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:
• Onboarding & Enablement – deliver workshops, prescriptive guidance/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
• Proactively engage Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes
• Be passionate about customers and deliver impactful solutions
• Address organizations’ complex technical challenges, proactively identifying and resolving issues before they impact the customer
• Be a self-motivated Splunk expert eager to learn and adapt in a dynamic environment
• Guide account team members and customers on optimal use of the Splunk Platform. Provide recommendations for a customer’s overall technical health
• Deliver strategic, case-based technical consulting (up to 90 days)
• Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems
• Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions
• Deliver customer onboarding enablement-based workshops and achieve success milestones
• Contribute to practice KPIs through process and collateral improvements, tool development, and implementation

Requirements:

• Several 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 essential
• Solid experience in technical consulting or big-data analytics
• Strong understanding of common enterprise applications
• Statistical and analytical modeling skills are a plus
• Proficiency with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools
• Hands-on experience with Splunk product implementation of focus and Splunk Cloud
• Experience with cloud migration projects