Customer Experience Manager, Federal – Splunk

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $173.7k - $223.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Lead creation and execution of end-to-end plans across 2–3 accounts, aligning Cisco software and services adoption with customer goals • Drive customer adoption, value realization, successful onboarding, renewals, and growth • Manage and mitigate renewal risk using risk insights, adoption action plans, metrics, and AI-driven dashboards • Develop executive and technical relationships with customer stakeholders and act as the customer advocate within Cisco • Provide customer and technology feedback to Cisco product teams to inform product development and enhancements • Apply AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows • Own account financials, including services revenue, margin, and strategic investment decisions • Oversee service performance and customer outcomes across defined accounts • Coordinate CX, delivery, partner, architecture, adoption, sales, renewals, and business entity resources • Identify use cases and design and deliver solutions that drive customer value and business outcomes • Lead Customer Value Workshops, quarterly customer business reviews, and executive engagements • Develop enterprise customer success plans, Splunk roadmaps, adoption strategies, and measurable milestones • Articulate value-based differentiators, expand existing use cases, and develop new use cases • Coordinate teams during high-visibility outages and escalations • Develop and execute targeted adoption strategies to reduce churn and maximize renewal potential • Implement automation and digitization strategies supporting durable growth and efficiency

🎯 Requirements

• Bachelor’s degree plus 12 years of related experience, or Master’s degree plus 8 years, or PhD plus 5 years, or equivalent relevant work experience • Associate-level certification (e.g., CCNA) or equivalent relevant certification expected • Industry trend certifications • Must be a U.S. Citizen • Must maintain an active U.S. Security Clearance Top Secret or higher • 5+ years of related experience in software, subscription services, and IT/Security organizations • Tenured SaaS-focused customer success management experience in Cybersecurity, IT Operations, or Observability • Track record delivering technology-based outcomes for Fortune 500 customers • Experience working with public-sector, Federal, and DoD/Intelligence Community agency customers • Experience engaging at executive/C-suite level on both customer and vendor sides • Ability to establish customer journey outcomes and milestone-based plans • Strong collaboration and dynamic presentation skills • Experience leading programs and understanding how technology drives customer business • Ability to eliminate adoption obstacles using creative and adaptive approaches • Experience using Splunk or adjacent technologies in a large enterprise environment • Experience leading or developing teams • Ability to work with large customers in a dynamic technical organization

🏖️ Benefits

• Medical, dental and vision insurance • 401(k) plan with 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 • Paid employee birthday day off • Paid year-end holiday shutdown • 4 paid personal wellness days • 16 days of paid vacation time 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 thereafter • 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 employees on sales plans • Professional growth opportunities • Global collaboration and team support