Customer Experience Manager

Role Summary

The Customer Success Executive (Customer Experience Manager) serves as a strategic advisor who understands the customer's business goals and promotes the adoption of Splunk products and services to drive customer success. By working closely with customers and account teams, you will develop activity plans and define value based on customer priorities and challenges, and demonstrate value realization through regular business reviews.

Key Responsibilities

• Develop activity plans and roadmaps for Splunk based on a deep understanding of customer challenges and priorities.
• Build strong relationships with key customer stakeholders, including senior management and product owners.
• Identify customer needs and collaborate with the account team to provide appropriate Splunk resources at the right time.
• Proactively identify and minimize business and technical risks during Splunk onboarding and ongoing operations.
• Connect customer needs with the value of Splunk products/services, articulating benefits in Security, IT Operations, DevOps, and Observability to decision-makers.
• Conduct interviews to understand business challenges and propose new use cases and data utilization strategies.

Required Qualifications

• 10+ years of experience in consulting, professional services, technical support, or related technical fields.
• Background in Cybersecurity, IT Operations, or Observability.
• Experience in building customer relationships and managing enterprise accounts.
• Proficiency in customer problem-solving, account/project management, IT operations, and technical infrastructure.
• Strong documentation and presentation skills, with the ability to effectively communicate ideas at all levels of a business.
• Ability to work independently and proactively, with a strong focus on teamwork.
• Ability to travel for customer visits.

Preferred Qualifications (Good to have)

• Experience using Splunk or data analytics-related products/services.
• Experience in management or team leadership.
• Intermediate English communication skills

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.