Leader, Customer Experience Customer Success Specialist

The application window is expected to close on: **Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received** . Meet the Team Are you looking to make a measurable impact? As a Cisco Customer Experience Customer Success Technical Leader (Area Technical Account Manager), you will serve as a pivotal partner to Area management teams and our most important customers. You will bring strategic technical mentorship to the global stage, helping customers optimize their Splunk environment while simultaneously acting as the "voice of the customer" to influence our product roadmap. You are a self-motivated expert who thrives in evolving environments, passionate about guiding customers through their journey to unlock the full potential of Splunk. You will manage a team of highly skilled Splunk experts adept at understanding, adapting, and guiding our account teams and customers on how to best use Splunk. Are you up for the challenge? Responsibilities: + Manage a team of highly skilled Splunk Platform and/or Security Area Technical Account Managers + Aligned to a regional theatre and/or sales region to develop, maintain, and strategically support relationships with Customer Success Executive (CSE), Technical Success Engineer (TSE), Solution Engineer (SE), Solution Architect (SA) Area managers. + Ensure the Area Technical Account Managers are developing strong partnerships with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to: + Onboarding & Enablement – deliver workshops, prescriptive guidance/assistance, achieve onboarding milestones + Proactively engaging Area aligned Technical Success Engineers to review and assess their account’s health situations, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date. + Proactively engaging Area aligned Solution Engineers/Solution Architects to review and assess accounts with Data Management/Optimization opportunity. + Proactively engage Customer Success Executives to execute account/ success plan reviews and generating 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 CSE/TSE/SE/SA management teams, through frequent touchpoints, ensuring Area Technical Account Managers are focused on the highest priority accounts aimed at addressing risk accounts or helping growth accounts. + Collaborate and actively listen to both technical and non-technical stakeholders (from IT admins to executives) + Manage the capacity of the Area Technical Account Manager team balancing internal collaboration, short-term customer engagements, and strategic extended-term customer engagements. + Manage the lifecycle of Area Technical Account Managers extended strategic case-based delivery engagements, up to 90 days of high-quality technical assistance, ensuring actions plans are developed and approved by the customer, outcomes are achieved in alignment with account team/customer goals, and close out presentations are delivered demonstrating the value attained. Your Impact + **Technical Excellence:** Provide high-quality guidance on use-case development, configuration, and optimization, focusing on Splunk Enterprise (Core). + **Problem Solving:** Tackle complex technical challenges, proactively identifying and resolving issues before they impact the customer. + **Collaboration:** Work cross-functionally with Customer Success Executives, Sales Engineers, Technical Success Engineers and the broader Splunk ecosystem to ensure a unified customer experience. + **Operational Scale:** Contribute to the creation of standard processes, procedures, and deliverables to drive service excellence and automate key functions. + **Advocacy:** Represent customer needs internally, ensuring their feedback directly informs our product innovation. Minimum Qualifications + Experience in technical consulting management. + Experience in commercial software and/or hardware industry. + Knowledge of project/product/services life cycle. + Experience managing strategic account and internal relationships requiring strong partnership, negotiation, and conflict resolution. Preferred Qualifications + Experience with Splunk implementation or system administration + Splunk Architect Certification + Ability to act as a trusted advisor for Area CS and SE management 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. Simply put – we power the future. 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. Cisco is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Competitive salary range: $xx - xx Accommodations for Disabled and Neurodivergent Applicants We offer the necessary guidance and access to assistive technology and services to support your application process. If you require assistance or accommodations during the application, interview, or hiring process, please contact us. Cisco is an Affirmative Action and Equal Opportunity Employer. **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:** The starting salary range posted for this position is $161,900.00 to $205,600.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. 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: $187,200.00 - $280,600.00 Non-Metro New York state & Washington state: $171,900.00 - $256,900.00 * 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. Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.