Customer Experience Specialist

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

📋 Description

• Serve as the primary contact for technical health inquiries and collaborate with escalation management for Public Sector clients.

• Manage the execution and integration of the Technical Adoption Plan across various teams.

• Align adoption strategies with broader account objectives and lifecycle processes.

• Offer guidance, planning, and advice to enhance customers' overall technical health.

• Proactively address critical customer issues by coordinating with relevant teams.

• Suggest environment upgrades, add-ons, readiness for upgrades, awareness of new features, and schedule maintenance windows.

• Evaluate customer issues, interactions, and product usage to propose educational opportunities and additional services.

• Collaborate with internal teams to ensure effective service delivery.

• Review cloud overages and utilize services for optimizing workloads.

• Participate virtually in Quarterly Business Reviews (QBRs) to assess service levels, usage metrics, and customer environment performance.

⛳️ Requirements

• A minimum of 3 years in technical support, professional services, systems administration/engineering, or similar roles.

• At least 2 years of experience building customer relationships and managing commercial accounts.

• Excellent verbal and written communication abilities.

• Capability to explain technical concepts to non-technical audiences, including individual contributors and senior executives.

• Ability to work autonomously as well as collaboratively within a team.

• Occasional travel may be necessary.

• Achieve Splunk Architect Certification within the first year of employment.

• Understanding of the software development lifecycle and technical environments.

• Familiarity with Splunk-related products.

• Additional industry certifications from AWS, Google, and Azure are a plus.

• A BA/BS in a technical field is preferred.

🏝️ 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.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• Paid day off for birthdays.

• Paid shutdown during the year-end holiday.

• 4 paid personal wellness days.

• 16 days of paid vacation for non-exempt employees.

• Flexible vacation time off program for exempt employees.

• 80 hours of sick time off provided upon hire and each 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 pay for employees on sales plans.