Description
The Customer Success Specialist plays a vital role at Splunk and is responsible for ensuring the technical health of customers.
This position requires extensive knowledge of Splunk products to provide mentorship on standard methodologies for Splunk Cloud and Enterprise deployments.
The Customer Success Specialist also assists customers in their adoption journey by offering product support, advisory services, and handling critical issues.
The Customer Success Specialist will proactively develop and orchestrate technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize Splunk investments and promote the full utilization of Splunk technologies.
By fulfilling these responsibilities, this role helps customers improve the value of their Splunk investment while ensuring that their platform is operating efficiently.
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.
Minimum Qualifications:
- 8 years of experience in technical support, professional services, systems administration/engineering or related experience.
- Experience building customer relationships and handling commercial accounts.
- Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.
- 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 (e.g., Secret, Top Secret, TS/SCI).
Preferred Qualifications:
- BA/BS technical degree.
- Knowledge of software development process and technical environments.
- Solid understanding of Splunk Core Platform and Splunk Enterprise Security.
- Other industry certifications from AWS, Google, and Azure.
- Work independently and as part of a team.
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.
- Paid time away.
Salary Range: $153,300.00 - $207,300.00