Remote Customer Success Specialist: TAP & Technical Health

Cisco Systems; Herndon (VA); Remote; USD 153,000 - 207,000; Full time

Job summary

Cisco Systems is seeking a Customer Success Specialist for a remote role focused on Splunk products and customer success strategy. You will mentor customers on standard deployment methodologies for Splunk Cloud and Enterprise, drive technical adoption plans, and ensure the health and optimization of customer environments.

You will lead TAP execution, coordinate across teams, and proactively address critical issues while aligning with account strategies.

Qualifications

• 8 year experience in technical support, professional services, systems administration/engineering or related experience.
• Experience building customer relationships and handling commercial accounts.
• Familiarity with Splunk-related products
• Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders.
• Occasional travel may be required.
• Splunk Architect Certification achieved within 6 months of start
• Active government security clearance (eg. Secret, Top Secret, TS/SCI)

Responsibilities

• Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers.
• Oversee TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motion
• Provide mentorship, planning, and recommendations for a customer’s overall technical health.
• Work with relevant teams to proactively handle customers' critical issues, recommend environment upgrades or add-ons, upgrade readiness, new feature awareness, and maintenance windows.
• Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery.
• Assess cloud overages and leverage appropriate services for workload optimization.
• Participate in QBRs with customers virtually to review service levels, usage metrics and customer environment performance.

Skills

Customer relationships

Communication skills

Travel readiness

Technical health mentorship

Escalation handling

Public Sector exposure

Government security clearance

Education

BA/BS technical degree

Tools

Splunk Core

Splunk Enterprise Security

AWS

Google Cloud

Azure

Job description

Cisco Systems is seeking a Customer Success Specialist for a remote role focused on Splunk products and customer success strategy. You will mentor customers on standard deployment methodologies for Splunk Cloud and Enterprise, drive technical adoption plans, and ensure the health and optimization of customer environments.

You will lead TAP execution, coordinate across teams, and proactively address critical issues while aligning with account strategies.