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Meet the Team
As a Customer Success Platform Area TAM, you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You will be a Splunk expert and adept at understanding, adapting, and guiding our account teams and customers on how to best use our Platform.
Are you up for the challenge?
Responsibilities:
- Highly skilled and aligned to Splunk’s Core licensed product, such as Enterprise and Cloud.
- Aligned to a specific Area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions.
- Develop strong partnership with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:
- Onboarding& Enablement – deliver workshops, prescriptive guidance/assistance, achieve onboarding milestones
- Proactively engaging Area aligned Technical Success Engineers to review and assess their account’s health situation, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date.
- Proactively engaging Area aligned Solution Engineers/Solution Architects to review and assess accounts with Data Management/Optimization opportunity.
- Proactively engaging Customer Success Executives on adoption/use case-related work opportunity.
- Scoping the level of effort and developing a technical action plan to address the technical situation based on your assessment.
- Proactively engage Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes.
- Strategic case-based delivery, up to 90 days of assistance, which is requested by internal Area aligned account teams or management. This typically involves providing customers with high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for Splunk Enterprise/Cloud.
Customer Success Area TAM, you will:
- Be passionate about customers and deliver impactful solutions.
- Address organizations’ complex technical challenges, proactively identifying and resolving issues before they impact the customer.
- Be a self-motivated Splunk expert eager to learn and adapt in a dynamic environment.
- Guide account team members and customers on optimal use of the Splunk Platform. Provide recommendations for a customer’s overall technical health.
- Deliver strategic, case-based technical consulting (up to 90 days).
- Collaborate with internal resources and customer-facing teams to manage customer needs.
- Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems.
- Execute consultative conversations with decision makers to diagnose and establish the potential value of solving business issues, change or expand existing solution requirements based on your discovery/assessment, and provide broader based recommendations to help customers accelerate their product initiatives, optimize cost, and maximize performance.
- Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions.
- Deliver customer onboarding enablement-based workshops and achieve success milestones.
- Contribute to practice KPIs through process and collateral improvements, tool development, and implementation.
Minimum Qualifications
- Several years of experience administering and using Splunk Core (Enterprise/Cloud). Strong Splunk architecture, data onboarding, and Splunk Core product feature experience.
- Strong SPL (Search Processing Language) skills are essential.
- Solid experience in technical consulting or big-data analytics.
Preferred Qualifications
- Strong understanding of common enterprise applications.
- Statistical and analytical modeling skills are a plus.
- Proficiency with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.
- Hands-on experience with Splunk product implementation of focus and Splunk Cloud.
- Experience with cloud migration projects.
- Mastering Splunk Data Management Techniques training and experience with implementing Splunk Data Management solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search.
- Splunk Consultant and Splunk Cloud Administration Certified
Soft Skills
- Trusted technical advisor with the ability to manage assigned tickets and Area aligned priorities. Engages in “out of the box” thinking to resolve problems
- Relationship Management - Establish technical credibility with a wide range of internal and customer contacts with the ability to “read” the internal/customer contact and adapt behavior / approach
- Conflict Resolution - Ability to engage in escalation management
- Influencing/Negotiating - Ability to influence peers, Splunk leadership and customers. Ability to manage highly complex/distributed IT environments and/or accounts that demand a high level of negotiation and conflict resolution abilities
- Problem/Need Identification - Demonstrates a deep comprehension of Area management, account team and/or customer’s business strategy, business objectives& challenges, success criteria/how customer measures success, and training needs. Analyzes trends to predict changes that may impact customer’s long-term business goals
- Mentor/Team Player - Possesses ability to take on mentorship roles as identified by management team. Identifies, defines, and leads Priorities to Improve to help team reach its goals
- Communication: Excellent written and oral communication skills. Active listening and objective consideration of others’ opinions.
- Strong customer-facing skills to instill confidence and guide towards resolution.
- Ability to balance multiple account teams, customers and competing priorities effectively.
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.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $161,900.00 to $205,600.00 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.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
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. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
- 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
- Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
- .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
- 1.5% of incentive target for each 1% of attainment between 50% and 75%;
- 1% of incentive target for each 1% of attainment between 75% and 100%; and
- Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$187,200.00 - $280,600.00
Non-Metro New York state& Washington state:
$171,900.00 - $256,900.00
- For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.
