Customer Success Area TAM Splunk Specialist

Job Description

This is a remote role and can be located anywhere in the United States

Meet the Team

As a Customer Success Area TAM Specialist, you are passionate about customers and will fuel 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.

Are you up for the challenge?

Responsibilities:

• 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 positive relationship with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:
• Onboarding & Enablement – deliver workshops, prescriptive mentorship/assistance, achieve onboarding milestones
• 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.
• Scoping the level of effort and developing a technical action plan to address the technical situation based on your assessment.
• Proactively engage Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes.
• Strategic case-based delivery, up to 90 days of assistance, which is requested by internal Area aligned account teams or management.

Your Impact

• Address organizations’ sophisticated technical challenges, proactively identifying and resolving issues before they impact the customer.
• Deliver strategic, case-based technical consulting.
• Collaborate with internal resources and customer-facing teams to manage customer needs.
• Conduct research from various resources with the ability to consistently find answers to questions and solve sophisticated technical problems.
• Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions.

Minimum Qualifications

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

Preferred Qualifications

• Statistical and analytical modeling skills are a plus.
• Working with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.
• Direct experience with Splunk product implementation of focus and Splunk Cloud.
• 1+ years working with cloud migration projects.
• Expertise in Splunk Data Management Techniques training and experience with implementing solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search.
• Splunk Architect certification preferred

Soft Skills

• Trusted technical advisor skilled at handling assigned tickets and Area aligned priorities. Engages in “out of the box” thinking to resolve problems
• Conflict Resolution - Ability to engage in critical issue management
• Influencing/Negotiating - Ability to influence peers, Splunk leadership and customers. Ability to manage highly sophisticated/distributed IT environments and/or accounts that demand a high level of mediation and conflict resolution abilities
• Proven customer-facing skills to instill confidence and guide towards resolution.
• Ability to balance multiple account teams, customers and conflicting priorities effectively.

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. 

Message to applicants applying to work in the U.S. and/or Canada:

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 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

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.