At a Glance
- Tasks: Help customers succeed with their Splunk investment and solve technical challenges.
- Company: Join Cisco, a leader in innovative technology solutions.
- Benefits: Competitive salary, growth opportunities, and a collaborative work environment.
- Other info: Dynamic team culture with opportunities for travel and professional development.
- Why this job: Make a real impact by advising customers and enhancing their experience.
- Qualifications: 3+ years in technical support or customer-facing roles; Splunk knowledge preferred.
The predicted salary is between 60000 - 80000 £ per year.
Meet the Team
The Customer Experience team is focused on helping customers achieve long-term success with their Splunk investment by ensuring the technical health, performance, and adoption of their environments. The team works closely with customers and internal cross‑functional partners, including Technical Support, Professional Services, Sales, Product Management, and Engineering, to deliver a seamless and value‑driven customer experience. This is a highly collaborative, customer‑focused team made up of technical specialists who combine platform expertise with strong relationship management skills. What makes this team exciting is the opportunity to influence customer outcomes directly, solve complex technical challenges, and act as a trusted advisor throughout the customer lifecycle.
Your Impact
- Advise customers on the technical health of their Splunk Enterprise and Splunk Cloud environments to support successful adoption and long‑term value realization.
- Deliver onboarding guidance, enablement planning, and customer workshops to help customers build capability and optimize platform usage.
- Monitor customer environment health by reviewing cases, outages, critical issues, and ongoing projects, and conduct diagnostic health checks where needed.
- Partner with internal teams to manage escalations, recommend upgrades, support workload optimization, and ensure customers are informed about product changes, maintenance windows, and new feature availability in line with product roadmaps.
- Contribute to stronger customer relationships by translating customer needs into actionable insights for account teams and advocating internally to drive effective issue resolution.
- Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
Minimum Qualifications
- 3+ years of experience in technical support, technical account management, professional services, systems administration, systems engineering, or a related field.
- 3+ years of experience in an enterprise customer‑facing role.
- Working knowledge of the Splunk Core Platform.
- Experience with customer escalations, account management, and project coordination.
- Experience with IT operations and technical infrastructure.
Preferred Qualifications
- Splunk Architect Certification, or willingness to obtain it within 3–6 months.
- Familiarity with Splunk‑related products beyond the Core Platform.
- Strong verbal and written communication skills, including the ability to explain technical concepts to non‑technical audiences.
- Ability to work effectively with stakeholders across all levels, from individual contributors to senior leaders.
- Strong customer service mindset with a proactive and solutions‑oriented approach.
- Ability to travel as required (20-30%).
- Committed to deliver customer success excellence in an ever‑changing landscape.
Customer Experience Customer Success Specialist employer: Cisco Systems Inc
At Cisco, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Customer Experience team is dedicated to empowering employees with opportunities for professional growth while ensuring a supportive environment where your contributions directly influence customer success. With a commitment to employee development and a focus on meaningful work, Cisco provides a unique platform for you to thrive in the ever-evolving tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Customer Success Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cisco Systems Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cisco Systems Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Customer Success Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cisco Systems Inc:Your cover letter is your chance to shine! Tell us why you want to work at Cisco Systems Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cisco Systems Inc!
How to prepare for a job interview at Cisco Systems Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
