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 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.

Responsibilities

• Align to a specific Area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, and Solution Architect motions.
• Develop strong partnerships with Sales and Customer Success roles to assist Area-aligned customers with Value Realization.
• Onboarding & Enablement – deliver workshops, prescriptive guidance/assistance, and achieve onboarding milestones.
• Proactively engage Area-aligned Technical Success Engineers to review and assess their account’s health, with an emphasis on accounts that have telemetry risk signals and/or are 6 months from renewal.
• Proactively engage Customer Success Executives on adoption/use case-related work opportunities.
• Proactively engage Area-aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes.
• Address organizations’ complex technical challenges, proactively identifying and resolving issues before they impact the customer.
• Guide account team members and customers on optimal use of the Splunk Platform and provide recommendations for a customer’s overall technical health.
• Deliver strategic, case-based technical consulting (up to 90 days).
• Conduct research from various resources to consistently find answers to questions and solve complex technical problems.
• Gain agreement with account team members 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 and collateral improvements, tool development, and implementation.

Requirements

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

Qualifications

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

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, 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 time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees.
• Exempt employees participate in Cisco’s flexible vacation time off program, with no defined limit on vacation time (subject to availability and business limitations).
• 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.
• 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.
• Eligibility to earn annual bonuses (for non-sales roles) and performance-based incentive pay (for sales roles).
• Eligibility to receive grants of Cisco restricted stock units, which vest following continued employment.

Pay

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

Full salary ranges by location:

• 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.