Customer Experience Customer Success Specialist

Cisco
Mumbai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsEducation: bachelorsSkills: ["Communication","Escalation management","Independent work","Team collaboration","Stakeholder management"]

Own the technical health and success of enterprise customers throughout their adoption journey. Serve as the point of contact for technical health issues and escalation management, deliver onboarding guidance and enablement workshops, and advise customers on Splunk Enterprise and Splunk Cloud adoption and best practices. Monitor customer environments, run diagnostic health checks, coordinate internal teams to resolve issues, and participate in QBRs to review service levels, usage metrics, and performance.

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FursaFursa
Cisco
Cisco
2 weeks ago

Customer Experience Customer Success Specialist

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Last checked: 9 hours agoStatus: Live

Job Summary

Own the technical health and success of enterprise customers throughout their adoption journey. Serve as the point of contact for technical health issues and escalation management, deliver onboarding guidance and enablement workshops, and advise customers on Splunk Enterprise and Splunk Cloud adoption and best practices. Monitor customer environments, run diagnostic health checks, coordinate internal teams to resolve issues, and participate in QBRs to review service levels, usage metrics, and performance.
Location: Mumbai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the point of contact for technical health issues and manage escalations for enterprise customers.
  • •Deliver customer onboarding guidance, enablement planning, and administration and management workshops.
  • •Provide guidance, planning, and recommendations for the technical health of customers’ Splunk environments.
  • •Monitor customer environment health, perform diagnostic health checks, and track outages, critical issues, and projects.
  • •Coordinate internal organizations to resolve customer issues, identify training/services needs, and communicate customer needs to the Account Team.
Travel: Medium travel

Key Requirements

  • •Bachelor’s degree plus 6 years of related experience.
  • •Relevant work experience in Customer Success, Technical Account Management, or Professional Services (or equivalent).
  • •4 years of proven ability to manage high-complexity, multi-domain, multi-site enterprise deployments in a customer-facing role.
  • •Strong verbal and written communication skills, including explaining technical concepts to non-technical audiences.
  • •Ability to work independently and as part of a team, with experience in IT operations and technical infrastructure.
Experience:6+ yearsEnterprise deploymentsCustomer successTechnical account managementProfessional services
Education:Bachelor's
Skills:CommunicationEscalation managementIndependent workTeam collaborationStakeholder management
Certifications:Splunk certification
Tech Stack:Splunk EnterpriseSplunk CloudCloudAI-analytics integrationTelemetry

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
Glassdoor
Glassdoor: 4.0
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