Role
Are you looking to make an impact? The work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to include the things that are most impactful.
As a Senior Professional Service Consultant for Observability/IT Ops for our Professional Services team, you are passionate about customers and their journey to use Splunk to its fullest capabilities. You will help customers adopt and optimize their environment through consistent touch points and strategic guidance, ensuring our customers realize the quickest time to value, and maximum return on their investment. You will collaborate with the team and share your inputs as we create standard processes and procedures that enable us to deliver the highest level of service, drive scale and automate key functions. Additionally, you will tackle the resolution of our customer’s most challenging problems, including the ones they didn't even know existed. Splunkers are self-motivated and have an insatiable thirst to learn innovative technologies and thrive in constantly evolving environments. Are you up for the challenge?
Responsibilities:
Strategic execution of adoption and optimization activities in long-term engagements, which includes regular meeting cadence, documentation, and representation of valuable outcomes from your work with customers.
Lead all aspects of the adoption, optimization and integration of Splunk’s IT Ops & Observability solutions into the customers’ business architecture.
High-quality technical guidance on Enterprise level architecture, configuration, and optimization work in complex environments for area of discipline including IT Ops with DevOps integration
Customer advocacy for key initiatives and discreet needs across the internal Splunk ecosystem
Serve as a dedicated point of contact for customer needs including adoption, optimization, customer success and technical escalations.
Continual engagement and information sharing with CSM, RSM, SE, PS and other engaged parties
Exceptional execution of practice key performance indicators and contributions such as:
Scaling through productivity
Process creation and improvement
Collateral creation and improvement
Tool development and implementation
Drive high CSAT score
Drive product upsell and expansion
Formal and Ad Hoc internal training sessions
The sharing of knowledge across groups
Who We Are Looking For
Soft Skills:
Ability to act as the trusted advisor and product specialist for assigned customers
Able to thoughtfully manage strategic accounts that demand a high level of partnership, negotiation, and conflict resolution
Superior written and oral communication skills a must
Listen objectively to others' opinions and ideas applying active listening skills
Strong customer facing skills that instill confidence and provide guidance towards resolution with high customer satisfaction
Highly developed, operational skills for troubleshooting, problem solving, and resolution
Ability to balance competing priorities with customer demands
Highly effective at organizing, planning and leading customers through complex change
Technical Requirements:
3+ years demonstrable experience administering and using Splunk ITSI
Significant experience in technical consulting or big-data analytics
Demonstrable understanding of common enterprise applications
Statistical and analytical modeling is a plus
Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
Meaningful software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics
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.