Description
This is a remote role anywhere in Western Canada.
The Customer Success Specialist plays a vital role at Splunk and is responsible for ensuring the technical health of customers.
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.
Requirements:
- 3+ years in technical support, professional services, systems administration/engineering or related experience.
- 2+ yrs experience building customer relationships and handling commercial accounts.
- Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders.
- Work independently and as part of a team.
- Occasional travel may be required.
- Splunk Architect Certification achieved within year of start.
Benefits:
- The starting salary range posted for this position is $97,400.00 to $123,000.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
- U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance.