Customer Experience Customer Success Specialist

Job description

Meet the Team The Customer Experience team is focused on helping customers achieve long-term success with their Splunk investment by ensuring the technical health, performance, and adoption of their environments. The team works closely with customers and internal cross-functional partners, including Technical Support, Professional Services, Sales, Product Management, and Engineering, to deliver a seamless and value-driven customer experience. This is a highly collaborative, customer-focused team made up of technical specialists who combine platform expertise with strong relationship management skills. What makes this team exciting is the opportunity to influence customer outcomes directly, solve complex technical challenges, and act as a trusted advisor throughout the customer lifecycle. Your Impact Advise customers on the technical health of their Splunk Enterprise and Splunk Cloud environments to support successful adoption and long-term value realization. Deliver onboarding guidance, enablement planning, and customer workshops to help customers build capability and optimize platform usage. Monitor customer environment health by reviewing cases, outages, critical issues, and ongoing projects, and conduct diagnostic health checks where needed. Partner with internal teams to manage escalations, recommend upgrades, support workload optimization, and ensure customers are informed about product changes, maintenance windows, and new feature availability in line with product roadmaps. Contribute to stronger customer relationships by translating customer needs into actionable insights for account teams and advocating internally to drive effective issue resolution. Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance. Minimum Qualifications • 3+ years of experience in technical support, technical account management, professional services, systems administration, systems engineering, or a related field • 3+ years of experience in an enterprise customer-facing role • Working knowledge of the Splunk Core Platform • Experience with customer escalations, account management, and project coordination • Experience with IT operations and technical infrastructure Preferred Qualifications • Splunk Architect Certification, or willingness to obtain it within 3–6 months • Familiarity with Splunk-related products beyond the Core Platform • Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences • Ability to work effectively with stakeholders across all levels, from individual contributors to senior leaders • Strong customer service mindset with a proactive and solutions-oriented approach • Ability to travel as required (20-30%) • Committed to deliver customer success excellence in an ever-changing landscape Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.