Enterprise Customer Success & Technical Health Lead

Cisco Systems, Inc.; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Cisco Systems, Inc. in Kuala Lumpur seeks a Customer Experience Customer Success Specialist to support Splunk customers by guiding platform health and adoption of Splunk Enterprise and Splunk Cloud.

You will help ensure customers realize the full value of their investment through proactive health assessment, advisory, and issue management. You will collaborate with internal teams, deliver onboarding and enablement workshops, and drive proactive optimization of customer environments while

Qualifications

• Bachelor’s degree with 8+ years of related experience.
• Experience in Customer Success, Technical Account Management, or Professional Services.
• +5 years of proven ability to manage high-complexity, multi-domain, and multi-site enterprise deployments in a customer-facing role.
• Strong verbal and written communication translating technical concepts to non-technical audiences.
• Ability to communicate with individual contributors to senior leaders.
• Independent and team-oriented.
• Experience with IT operations and technical infrastructure.
• Travel up to 30% may be required.

Responsibilities

• Act as point of contact for technical health issues and escalation management for enterprise customers.
• Deliver onboarding guidance, enablement planning, administration and management workshops.
• Provide guidance and recommendations for the technical health of a customer’s Splunk environment.
• Monitor customer environments and conduct health checks as needed.
• Coordinate with Splunk internal teams to resolve customer issues.
• Analyze customer issues to identify training and services needs.
• Participate in sales QBRs to review service levels and usage metrics.
• Work with technical teams to handle issues and recommend upgrades and add-ons.
• Assess cloud overages and leverage services for workload optimization.
• Communicate customer needs to the Account Team and inform on product roadmaps.

Skills

Customer Success

Technical communication

Cross-functional collaboration

Public speaking

IT operations

Executive communications

Travel readiness

Education

Bachelor's degree

Job description

Cisco Systems, Inc. in Kuala Lumpur seeks a Customer Experience Customer Success Specialist to support Splunk customers by guiding platform health and adoption of Splunk Enterprise and Splunk Cloud.

You will help ensure customers realize the full value of their investment through proactive health assessment, advisory, and issue management. You will collaborate with internal teams, deliver onboarding and enablement workshops, and drive proactive optimization of customer environments while