Customer Experience Success Specialist – Splunk

This is a fully remote position, open to applicants in North Carolina, +2 more states.

📋 Description

• Drives strategic, technical, and intricate adoption strategies across large, key customer segments while managing high-complexity enterprise deployments where AI analytics guide both planning and execution.

• Frequently leads tailored technical enablement initiatives, including executive briefings, architecture-specific workshops, and cross-functional onboarding programs.

• Serves as a trusted advisor to senior customer leaders, assisting them in aligning Cisco technologies with long-term business objectives.

• Oversees TAP execution and integration across various teams, ensuring that adoption plans are aligned with broader account strategies and lifecycle motions.

• Exhibits deep expertise across multiple products within a secondary architecture.

• Conducts adoption business reviews (evaluating usage, identifying blockers, and analyzing market trends) and updates TAPs, incorporating AI analytics to reveal trends and anticipate needs.

• Collaborates with Sales and CX leadership to co-develop adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals.

• Manages adoption across diverse stakeholders and teams, ensuring a consistent and high-quality customer experience.

• Communicates complex information effectively in meetings or workshops, customizing content for different audiences to ensure clarity.

• Engages in events such as roadshows or technical sessions, utilizing advanced setups to showcase solutions and follow up on action items.

• Designs and facilitates 1:many series; measures reach and impact.

• Leads technical strategy within customer success programs, aligning product capabilities and architectural choices with lifecycle delivery and business outcomes; articulates trade-offs to stakeholders.

• Integrates advanced telemetry and AI models; designs and conducts complex labs (across multiple domains and sites) to mitigate deployment risks; documents “known good” patterns and dynamically adapts them to meet specific customer technical challenges.

• Acts as a Technology Evangelist, transforming field signals into product enhancements, owning high-value requests, building the business case, and ensuring resolution by collaborating with other Cisco teams on service improvements and adoption strategies.

• Establishes the vision and direction for customer success programs across multiple teams or regions, incorporating AI-driven productivity insights to expedite results.

• Leads cross-functional initiatives to globally scale best practices and enhance customer outcomes.

• Mentors senior individual contributors, team leads, and managers, offering guidance on complex customer scenarios and organizational strategy.

• Represents the CSS community and its interests in planning and decision-making forums.

⛳️ Requirements

• Bachelor’s degree with 5 years of related experience, or a Master’s degree with 4 years of related experience, or a PhD with 3 years of related experience, or an equivalent combination of relevant work experience.

• Expert-level certification (e.g., CCIE) or an equivalent relevant certification is expected.

• Certifications reflecting industry trends are required.

🏝️ 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.

• 1 floating holiday for non-exempt employees.

• 1 paid day off for the employee’s birthday.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness as determined by Cisco.

• 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees.

• Flexible vacation time off program with no defined limit on the amount of vacation time eligible employees may use.

• 80 hours of sick time off provided on the hire date and each January 1st thereafter.

• Up to 80 hours of unused sick time can be carried forward from one calendar year to the next.

• Optional 10 paid days per full calendar year to volunteer.