Customer Experience Customer Success Specialist
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Conduct proactive platform health assessments and diagnostic checks for enterprise customers to ensure successful Splunk adoption. Manage technical issues and escalations while delivering onboarding guidance, enablement planning, and administration workshops. Analyze interactions to identify training needs and coordinate resolution efforts across internal support, sales, and product teams. Participate in quarterly business reviews to review service levels and usage metrics, and advocate internally for customer environment upgrades and add-ons. Communicate critical information regarding product roadmaps and organizational changes to the Account Team.
Required Qualifications
- Bachelor's degree
- 8 years of related experience
- Relevant work experience in Customer Success, Technical Account Management, or Professional Services, or other equivalent fields
- 5 years of proven ability to manage high-complexity, multi-domain, and multi-site enterprise deployments in customer-facing role
- Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
- Ability to communicate effectively with individual contributors to senior leaders
- Work independently and as part of a team
Desired Qualifications
- Active expert-level Splunk certification (e.g., Architect or Admin) or equivalent technical certification or experience is highly desirable
- Relevant industry domain knowledge and experience in cybersecurity, observability, data platform, or AI is beneficial
- Expertise or proven track records in AI-analytics integration and advanced telemetry to de-risk and optimize customer environments
- Demonstrated experience in leading cross-functional or global initiatives is a plus
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