[Hiring] Customer Success Technical Account Manager @Cisco

Role Description

As a Customer Success Platform Area TAM Leader (Splunk), you are deeply invested into customers and will drive solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You will be a Splunk expert and adept at understanding, adapting, and guiding our account teams and customers on how to best use our Platform.

• 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 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 landmarks.
  • 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.
  • Lead internal projects that help evolve the business (VRP, AI initiatives, new frameworks).

Your Impact:

• 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.

Qualifications

• 5+ years experience administering and using Splunk Core (Enterprise/Cloud).
• 3+ years Splunk architecture, data onboarding, and Splunk Core product feature experience.
• 3+ years SPL (Search Processing Language) skills are essential.
• Experience in technical consulting or big-data analytics.
• Splunk Architect certification required.

Preferred Qualifications

• 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.
• Splunk Core Consultant Certification.

Benefits

• 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.
• 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, and 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 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 hire date and each January 1st thereafter, and 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.