Customer Success Engineer (Splunk) - Dubai

Role Overview

Customer Success Engineer (Splunk) based in Dubai at Cisco, a company building resilient digital solutions for hybrid, multi-cloud environments.

Company Overview

Splunk, a Cisco company, is dedicated to helping organizations reach their best by solving complex business challenges at scale. The team fosters an environment of inclusiveness, disruption, and fun, valuing the unique talents, passion, and joy that each member brings to a collaborative culture. Cisco has been innovating for 40 years to create solutions that power how humans and technology work together across physical and digital worlds, providing customers with unparalleled security, visibility, and insights across the entire digital footprint.

Role Purpose

Serve as a trusted advisor to ensure customers achieve maximum value from their Splunk investments. Guide customers through seamless onboarding, provide proactive recommendations to optimize deployments, and drive long-term retention by managing critical escalations and bridging the gap between technical execution and executive leadership.

Key Responsibilities

Customer Onboarding and Optimization

• Deliver comprehensive customer onboarding experiences to ensure successful adoption and utilization of Splunk solutions.
• Provide proactive environment health recommendations to optimize customer deployments and improve overall system performance.

Escalation and Issue Management

• Manage and resolve critical customer escalations efficiently to maintain high levels of customer trust and satisfaction.

Cross-Functional Collaboration

• Facilitate internal advocacy by collaborating closely with cross-functional Splunk and Cisco teams to champion customer needs.
• Engage with Customer Experience (CX) teams and executive leadership to ensure a unified, seamless approach to regional customer success.
• Partner with Account Teams to align customer success strategies with broader business objectives and regional expansion plans.
• Collaborate with Product Management and Product Development to relay actionable customer feedback and drive continuous product improvements.

Strategic Engagement

• Contribute strategic insights during Quarterly Business Reviews (QBRs) with key stakeholders to align on value realization and future goals.

Qualifications & Experience

• 3+ years of professional experience in Technical Account Management (TAM), Customer Success, or Systems Engineering.
• Demonstrated professional experience supporting enterprise customers within the Gulf, Levant, Egypt, and North Africa markets.
• Experience managing and resolving technical customer escalations in an enterprise software environment.
• Applied experience utilizing project management methodologies to plan and execute technical deployments or customer initiatives.

Skills & Competencies

• Proficiency in both Arabic and English languages (written and verbal).
• Ability to effectively translate and communicate complex technical concepts to diverse audiences, ranging from Individual Contributors (ICs) to senior executive leaders.
• Strong problem-solving skills with a passion for driving customer advocacy and building long-term, collaborative relationships.

Additional Information

Preferred Qualifications

• Active Splunk Architect Certifications.
• Proficiency in the French language.
• Hands-on technical experience with IT operations, security, and infrastructure management.