Customer Success Technical Leader (Area TAM : Splunk Platform, SLED)

About the role

This is a remote role that can be performed anywhere in the United States. As a Customer Success Platform Area TAM, you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible. You will be a Splunk expert, aligned to Splunk’s Core licensed product (such as Enterprise and Cloud), and adept at understanding, adapting, and guiding account teams and customers on optimal use of the Splunk Platform.

You will strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, and Solution Architect motions within a specific Area, developing strong partnerships with Sales and Customer Success roles to assist aligned customers with value realization.

Responsibilities

• Deliver onboarding and enablement through workshops, prescriptive guidance, and assistance to achieve milestones.
• Proactively engage with Area-aligned Technical Success Engineers to review and assess account health, focusing on accounts with telemetry risk signals or those within 6 months of renewal.
• Proactively engage Customer Success Executives on adoption and use-case-related opportunities.
• Collaborate with Area-aligned CS/SE Management to align priorities and address risk accounts or area-wide themes.
• Address complex technical challenges, proactively identifying and resolving issues before they impact the customer.
• Guide account teams and customers on the optimal use of the Splunk Platform and provide recommendations for overall technical health.
• Deliver strategic, case-based technical consulting (up to 90 days).
• Conduct research using various resources to solve complex technical problems and consistently find answers.
• Gain agreement with account teams and customer decision-makers on the tangible value of proposed solutions.
• Deliver customer onboarding enablement-based workshops and achieve success milestones.
• Contribute to practice KPIs through process improvements, collateral development, tool creation, and implementation.

Requirements

• Several years of experience administering and using Splunk Core (Enterprise/Cloud).
• Strong experience with Splunk architecture, data onboarding, and Splunk Core product features.
• Essential SPL (Search Processing Language) skills.
• Solid experience in technical consulting or big-data analytics.
• SLED (State, Local, and Education) experience is preferred.

Preferred Qualifications

• Strong understanding of common enterprise applications.
• Statistical and analytical modeling skills.
• Proficiency with scripting languages (e.g., bash), application development (e.g., Java, Python, .NET), databases, and analytical tools.
• Hands-on experience with Splunk product implementation and Splunk Cloud.
• Experience with cloud migration projects.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with Cisco matching contribution.
• Paid parental leave.
• Short- and long-term disability coverage.
• Basic life insurance.
• 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.
• Non-exempt employees receive 16 days of paid vacation per full calendar year (accrued at 4.92 hours per pay period).
• Exempt employees participate in Cisco’s flexible vacation time off program (no defined limit, subject to business needs).
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward annually.
• Additional paid time away for critical or emergency family issues.
• Optional 10 paid days per full calendar year for volunteering.
• Eligibility for annual bonuses (subject to Cisco’s policies).
• Eligibility for grants of Cisco restricted stock units, which vest over defined periods of continued employment.

Pay

The starting salary range for this position is $171,900.00 to $223,400.00 for new hires in U.S. 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 training.

For specific locations, the full salary ranges are:

• 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, the ranges include base pay and sales target incentive compensation combined.

Employees on sales plans earn performance-based incentive pay, split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays:

• 0.75% 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%.
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap.

For non-quota-based sales performance elements, Cisco may pay 0% up to 125% of target.

Schedule

• 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.
• Non-exempt employees receive 16 days of paid vacation per full calendar year (accrued at 4.92 hours per pay period).
• Exempt employees participate in Cisco’s flexible vacation time off program (no defined limit, subject to business needs).
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward annually.
• Additional paid time away may be requested for critical or emergency family issues.
• Optional 10 paid days per full calendar year for volunteering.