Splunk Technical Leader, Customer Success

Job Description

Meet the Team

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As a Customer Success Technical Leader, 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.

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Are you up for the challenge?

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Responsibilities:

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• Skilled and aligned to Splunk Security license products, such as Enterprise Security (ES), security applications like Splunk User Behavior Analytics (UBA), and/or SOAR (Security Orchestration, Automation, and Response)
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• Highly skilled and aligned to Splunk's Core licensed product, such as Enterprise and Cloud.
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• Strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions.
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• Develop strong partnership with Sales/Customer Success roles to assist Area aligned customers with Value Realization. Activities include, but not limited to:\n
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  • Onboarding & Enablement - deliver workshops, prescriptive guidance/assistance, achieve onboarding milestones
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  • Health Review & Remediation
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  • Security Use Case Activation
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  • Proactively engaging 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.
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  • Proactively engaging Customer Success Executives on adoption/use case-related work opportunity.
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  • Proactively engage CS/SE Management to ensure priority focus alignment and address risk accounts themes.
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  • 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 Security, UBA/UEBA, and/or SOAR.
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As a Customer Success Technical Leader, you Will

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• Be passionate about customers and deliver impactful solutions.
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• Address organizations' complex technical challenges, proactively identifying and resolving issues before they impact the customer.
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• Be a self-motivated Splunk expert eager to learn and adapt in a dynamic environment.
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• Guide account team members and customers on optimal use of Splunk Platform and Splunk Enterprise Security. Provide recommendations for a customer's overall technical health.
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• Deliver strategic, case-based technical consulting (up to 90 days).
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• Collaborate with internal resources and customer-facing teams to manage customer needs.
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• Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems.
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• 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.
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• Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions.
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• Deliver customer onboarding enablement-based workshops and achieve success milestones.
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• Contribute to practice KPIs through process and collateral improvements, tool development, and implementation.
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Minimum Qualifications

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• Positive Vetting (PV), Nv1 or Nv2 Clearance
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• Deep technical knowledge of Splunk Enterprise Security (ES) configuration, administration, and development, including expertise in Assets and Identities, Threat Intelligence, Notable Events, Adaptive Response, and Risk-based Analytics.
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• Data Management: Experience with integrating and normalising data from diverse sources. Understanding of the Common Information Model (CIM) and experience with data onboarding, including forwarding architecture and technical add-ons.
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• Strong command of Search Processing Language (SPL); experience developing and optimizing correlation and risk-based alerting rules.
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• Strong Splunk architecture, data onboarding, and Splunk Core product feature experience.
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Preferred Qualifications

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• Cybersecurity Domain:Solid foundation in security operations, forensics, threat hunting, insider threats, and compliance.
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• Cybersecurity Frameworks:Solid foundation in NIST CSF, CIS, HIPAA, PCI DSS
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• Industry Standard Security Certifications:GIAC, CISSP, OSCP or equivalent
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• Infrastructure:Understanding of enterprise architecture across on-premise and Cloud environments (AWS, Azure, GCP).
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• Splunk Certifications/Accreditations:ES Implementation Accreditation and/or SOAR consultant I & II
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• Understanding of enterprise architecture across on-premise and Cloud environments
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• Statistical and analytical modeling skills are a plus.
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• Proficiency with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.
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• Hands-on experience with Splunk product implementation of focus and Splunk Cloud.
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• Experience with cloud migration projects.
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• Solid experience in technical consulting or big-data analytics.
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Soft Skills

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• Trusted technical advisor with the ability to manage assigned tickets and priorities. Engages in "out of the box" thinking to resolve problems
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• 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
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• Conflict Resolution - Ability to engage in escalation management
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• 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
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• Problem/Need Identification - Demonstrates a deep comprehension of the customers, 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
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• 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
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• Communication: Excellent written and oral communication skills. Active listening and objective consideration of others' opinions.
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• Strong customer-facing skills to instill confidence and guide towards resolution.
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• Ability to balance multiple account teams, customers and competing priorities effectively.
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Why Cisco?

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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.

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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.

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We are Cisco, and our power starts with you.

\n

Why Cisco?

\n

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.

\n

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.

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We are Cisco, and our power starts with you.