Role

Are you looking to make an impact? The work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to our customers to make people happier with our software, and just as importantly, we bring customer’s needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to make their business resilient.

You will be a trusted expert advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. You will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes while bringing your deep knowledge of Splunk’s products to provide technical guidance and best practices, ensuring customer health, adoption and success. Additionally, you will address the resolution of our customers’ most ambitious problems, including the ones they didn't even know existed. Splunkers are self-motivated, learn ground-breaking technologies, and thrive in constantly evolving environments. Excellent at understanding, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities

• High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environments
• Strategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.
• Design and prioritise solutions to address issues related to scalability, performance, integration, technical debt, usability, underused functionality, capacity utilization, workload optimization, data hygiene, etc.
• Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.
• Assist customers with capacity and upgrade planning, key events and major project readiness
• Serve as a dedicated point of contact for customer needs, including adoption, enablement, optimization, customer success and technical escalations.
• Monitor, lead, and report interactions with our technical support teams, resolution management of high-priority support cases, and a strong focus on future incident prevention.
• Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaborators
• Contribute towards the team’s phenomenal success through
• Scaling through improvements
• Process build and improvement
• Collateral build and improvement
• Tool development and implementation
• All-in on Adoption
• Drive high CSAT score
• Identify and collect customer success stories
• Drive product upsell and expansion
• Team growth
• Mentor/mentee program
• Formal and Ad Hoc internal training sessions
  

Requirements

Soft Skills

• Ability to act as the trusted advisor and product specialist for assigned customers
• Able to lead strategic accounts that demand a high level of resolution
• Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive-level partners
• Superior written and oral communication skills are a must
• Listen objectively to others' opinions and ideas using active listening skills
• Strong customer-facing skills that instil confidence and provide guidance towards resolution with high customer satisfaction
• Highly developed operational skills for troubleshooting, problem-solving, and resolution
• Strong time management skills with the ability to balance contending priorities with customer demands
  

Technical Requirements

• Demonstrated ability in technical consulting or big-data analytics
• Demonstrable understanding of common enterprise applications
• In-depth understanding or recent experience with scripting languages (bash), application development (java, python. NET), databases and analytical tools
• Relevant software industry-proven experience in any of the following IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics
  

Splunk Platform Experience

• 5+ years’ experience administering and using Splunk
• 3+ years of Splunk implementation and build experience
• 2+ years’ Splunk Cloud experience
• Cloud Fundamentals Consultant Accreditation (preferred)
• Proven experience with Cloud Migration projects
• 3+ years of Splunk architecture experience
• Ability to deploy, manage, and troubleshoot sophisticated Splunk Enterprise environments
• Thorough understanding of Splunk Deployment Methodology & Implementation
• Expert-level knowledge of multi-tier Splunk architectures, clustering, and scalability topics
• Strong SPL skills and experience are a must
• Familiarity with all Splunk-related products (preferred)

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.