Customer Experience Manager – Splunk
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Job Description
Customer Experience Manager guiding enterprise customers through Splunk cybersecurity, observability, and IT operations adoption. Driving executive value realization, strategic roadmaps, and renewals.
Responsibilities:
- Serve as a strategic advisor to enterprise customers
- Develop customized success roadmaps and adoption plans aligned with executive business priorities
- Partner with Account Executives, Technical Services, and Product Specialists
- Deliver targeted resources and mitigate operational onboarding risks
- Drive long-term value realization and recurring renewal velocity
- Lead Executive Business Reviews and milestone assessments
- Articulate measurable ROI across Security, IT Operations, DevOps, and Observability domains
- Conduct customer discovery sessions
- Uncover operational bottlenecks and propose high-impact data utilization strategies
- Support enterprise customers through transformative adoption journeys across cybersecurity, observability, and IT operations platforms
Requirements:
- Minimum 10 years of professional experience in customer success management, technical consulting, professional services, or enterprise technical support
- Minimum 3 years of experience managing accounts or deploying technical solutions within Cybersecurity, IT Operations, Observability, or DevOps environments
- Minimum 3 years of experience managing enterprise customer accounts, strategic customer journeys, or multi-stakeholder technical projects
- Experience preparing and delivering Executive Business Reviews (EBRs/QBRs), milestone-based adoption plans, or value realization frameworks to customer leadership
- Ability to travel up to 25% for on-site customer engagements, executive briefings, and strategic planning sessions
- Hands-on experience utilizing Splunk Enterprise/Cloud, SIEM platforms, observability tools, or big data analytics architectures
- Prior professional experience in team leadership, talent mentoring, or technical project management
- Ability to articulate complex technical value propositions to C-Suite executives, product owners, and technical decision-makers
- Experience coordinating cross-functional resources across Sales, Product Engineering, and Technical Support
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or relevant industry certifications such as Splunk Certified Core Consultant, ITIL, or PMP
- Must be a citizen of the United States
Benefits:
- Medical, dental and vision insurance
- 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Cisco restricted stock unit grants may be available
- 10 paid holidays per full calendar year
- 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday
- Paid year-end holiday shutdown
- 4 paid days off for personal wellness
- 16 days of paid vacation per full calendar year for non-exempt employees
- Flexible vacation time off program with no defined limit for eligible exempt employees
- 80 hours of sick time off provided on hire date and each January 1st
- Up to 80 hours of unused sick time carried forward
- Additional paid time away for critical or emergency family issues
- Optional 10 paid volunteer days per full calendar year
- Annual bonuses for non-sales roles, subject to Cisco policies
- Performance-based incentive pay for sales-plan employees
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