Customer Success and Support

- Remote

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Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.

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 the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better.

As a Splunk Assigned Expert (Observability (ITOps) for our Professional Services team, you are passionate about customers and their journey to use Splunk to its fullest capabilities. You will help customers adopt and optimize their environment through consistent touch points and strategic guidance, ensuring our customers realize the quickest time to value, and maximum return on their investment. You will collaborate with the team and share your inputs as we create standard processes and procedures that enable us to deliver the highest level of service, drive scale and automate key functions. Additionally, you will tackle the resolution of our customer’s most challenging problems, including the ones they didn't even know existed. Splunkers are self-motivated and have an insatiable thirst to learn exciting technologies and thrive in rapidly changing environments. Are you up for the challenge?

Responsibilities:

Strategic execution of adoption and optimization activities in long-term engagements, which includes regular meeting cadence, documentation, and representation of valuable outcomes from your work with customers.
Lead all aspects of the adoption, optimization and integration of Splunk’s IT Ops & Observability solutions into the customers’ business architecture.
High-quality technical guidance on Enterprise level architecture, configuration, and optimization work in sophisticated environments for area of discipline including IT Ops with DevOps integration
Customer advocacy for key initiatives and discreet needs across the internal Splunk ecosystem
Serve as a dedicated point of contact for customer needs including adoption, optimization, customer success and technical escalations.
Continual engagement and information sharing with Splunk’s diverse account team

Requirements:

Ability to act as the trusted advisor and product specialist for assigned customers
Able to thoughtfully manage strategic accounts that demand a high level of partnership, negotiation, and conflict resolution
Outstanding written and oral communication skills a must
Listen objectively to others' opinions and ideas applying active listening skills
Strong customer facing skills that instill confidence and provide mentorship towards resolution with high customer satisfaction
Highly developed, operational skills for problem solving, and resolution
Ability to balance competing priorities with customer demands
Highly effective at coordinating, planning and leading customers through sophisticated change

Technical Requirements:

3+ years demonstrable experience administering and using Splunk ITSI
Significant experience in technical consulting or big-data analytics
Demonstrable understanding of common enterprise applications
Statistical and analytical modeling is a plus
Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
Meaningful software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics

Splunk is an Equal Opportunity Employer

Salary range: $167,800 - $234,600

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long -term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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