Job description
Role Overview
Splunk Customer Success Engineer - KSA at Cisco. 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.
Company Overview
Splunk, a Cisco company, provides a unified security and observability platform that leading enterprises use to keep their digital systems secure and reliable. Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era, with 40 years of innovation in solutions that power how humans and technology work together across the physical and digital worlds.
Role Purpose
As a Splunk Technical Success Engineer, you are responsible for the technical health of customers. You will bring product knowledge to advise customers on their platform health, provide guidance on Splunk Enterprise and Splunk Cloud architectures and technical guidelines to ensure customers remain successful and realize the full value of their investment in Splunk. You will support the adoption journey with product support, advisory services, and management of customer escalations.
Key Responsibilities
Customer Onboarding & Enablement
- Deliver customer onboarding mentorship, enablement planning, administration and management workshops.
- Proactively analyse customer issues and interactions to identify training and additional services needs, and engage internal teams for delivery.
Customer Environment & Health Management
- Provide and lead planning and recommendations for the overall health of a customer's Splunk environment.
- Assess all customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
- Assess all cloud overages and leverage services for workload optimization solutions.
- Work with relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
Proactive Issue Management & Communications
- Proactively identify customer environment impacts related to bugs or new release builds and lead scheduled maintenance windows and communicate optimally between teams.
- Keep the customer advised of key information that may be vital to their success, including product roadmaps, new product releases, customer events, or organizational changes.
Customer Advocacy & Escalation Management
- Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk's internal organizations: technical support, services, sales, product development, product management, and executive leadership teams.
Customer Reviews & Reporting
- Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
Account Coordination
- Understand, document and communicate the customer's needs to the Account Team.
Qualifications & Experience
- 3+ years' experience in technical account management, customer success, professional services, systems engineering or related field.
- Experience from a very similar Technical Account Customer Success role.
- Experience with customer escalations, account management and project management.
- Fluent in Arabic and English.
Skills & Competencies
- Strong verbal and written communication skills with the ability to build technical concepts to non-technical audiences.
- Ability to connect with individual contributors to senior leaders.
- Work independently and as part of a team.
- Passionately focused on customer service and success.
- Experience with IT operations and technical infrastructure.
- Understanding of Splunk Core Platform.
- Willing to pursue Splunk Architect Certification.
Additional Information
- Contract Type: Hybrid Full Time
- Hours of Work: 48 hours per week
- Travel: Up to 30% may be required
- Benefits: Healthcare and Insurance, Employee Stock Purchase program, Flexible Spending Benefit, Flex and Schooling Allowances and many more
- Application Timeline: Starting 14th April for approximately 4-6 weeks