Customer Experience Manager, Federal – Splunk

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Lead the development and execution of comprehensive plans across 2–3 accounts, ensuring alignment of Cisco software and services adoption with customer objectives.

• Facilitate customer adoption, value realization, successful onboarding, renewals, and growth initiatives.

• Manage and mitigate renewal risks utilizing risk insights, adoption action plans, metrics, and AI-driven dashboards.

• Cultivate executive and technical relationships with customer stakeholders and serve as the customer advocate within Cisco.

• Relay customer and technology feedback to Cisco product teams to guide product development and enhancements.

• Utilize AI and automation tools to assess customer environments, pinpoint optimization opportunities, and streamline technical workflows.

• Oversee account financials, including services revenue, margin, and strategic investment decisions.

• Monitor service performance and customer outcomes across designated accounts.

• Coordinate resources across CX, delivery, partner, architecture, adoption, sales, renewals, and business entities.

• Identify use cases and design solutions that drive customer value and achieve business outcomes.

• Conduct Customer Value Workshops, quarterly customer business reviews, and executive engagements.

• Create enterprise customer success plans, Splunk roadmaps, adoption strategies, and measurable milestones.

• Communicate value-based differentiators, expand existing use cases, and develop new use cases.

• Organize teams during high-visibility outages and escalations.

• Formulate and implement targeted adoption strategies to diminish churn and maximize renewal potential.

• Execute automation and digitization strategies that support sustainable growth and efficiency.

⛳️ Requirements

• Bachelor’s degree with 12 years of related experience, or a Master’s degree with 8 years, or a PhD with 5 years, or equivalent relevant work experience.

• An associate-level certification (e.g., CCNA) or an equivalent relevant certification is expected.

• Certifications in industry trends.

• Must be a U.S. Citizen.

• Must hold an active U.S. Security Clearance Top Secret or higher.

• 5+ years of relevant experience in software, subscription services, and IT/Security organizations.

• Proven SaaS-focused customer success management experience in Cybersecurity, IT Operations, or Observability.

• A track record of delivering technology-driven outcomes for Fortune 500 customers.

• Experience working with public-sector, Federal, and DoD/Intelligence Community agency customers.

• Experience engaging at the executive/C-suite level on both customer and vendor sides.

• Ability to define customer journey outcomes and milestone-based plans.

• Strong collaboration and dynamic presentation skills.

• Experience in leading programs and understanding how technology impacts customer business.

• Capability to remove adoption barriers using creative and adaptive methods.

• Familiarity with Splunk or similar technologies in a large enterprise setting.

• Experience in leading or developing teams.

• Ability to work with large customers within a dynamic technical organization.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with Cisco matching contributions.

• Paid parental leave.

• Coverage for short- and long-term disability.

• Basic life insurance.

• Potential availability of Cisco restricted stock unit grants.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• Paid day off for employee birthdays.

• Paid shutdown during the year-end holiday.

• 4 paid personal wellness days.

• 16 days of paid vacation time per full calendar year for non-exempt employees.

• Flexible vacation time off program with no specified limit for eligible exempt employees.

• 80 hours of sick time off provided upon hire and each subsequent January 1st.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family matters.

• Optional 10 paid volunteer days per full calendar year.

• Annual bonuses for non-sales roles, subject to Cisco policies.

• Performance-based incentive compensation for employees on sales plans.

• Opportunities for professional growth.

• Global collaboration and team support.