Senior Customer Success Manager
Senior Customer Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Your Career
As a Customer Success Manager you are a critical part of our customers adoption of security integrations. You act as their daytoday contact for products in the Network Security portfolio establishing relationships with them in order to understand security and business priorities provide guidance and share operational best practices for their secure environments. Youll manage our customers services experience to ensure Palo Alto Networks is exceeding their expectations. Youll guide for quick and consistent adoption accelerated integrations with new cloud security products and realtime support and strategy. You have indepth knowledge of indicators of success leveraging data and your analytical aptitudes to guide changes updates and improvements.
In this role you will work closely with CISOs security architects security engineers and development operations teams within midtolarge enterprises and alongside the internal account team confidently presenting implementation plans to all ranges of technical ability.
Your Impact
- This position calls for someone who possesses a good background in Cybersecurity SaaS and Customer Success and works proactively to drive results. This person is a selfstarter flexible has a high level of integrity and is action and goaloriented in a fastpaced teamoriented collaborative environment.
- Lead clients product onboarding experience adoption and expansion across a range of relationships
- Be the customers guide through the entire postsales journey and advocate in influencing product roadmap and improvements
- Develop a strong partnership with and become a trusted advisor to customer stakeholders channel partners and executive sponsors to drive product adoption consult them on when to consider expanding their platform adopt new features how to reduce time to value upgrade software and/or hardware and when to engage additional Palo Alto Networks services
- Advise the customer on their platform adoption their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams
- Coach customers on how to establish and implement their Network Security change management governance the center of excellence programs
- Identify and escalate risks and issues to the customer and Support team to achieve client success
- Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments as well as provide proactive information guidance and support
- Identify risks to customers subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness
- Establish relationships with customer executive sponsors speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team
- Monitor key performance metrics like customer satisfaction renewal rate product upsell/crosssell identification referenceability renewal likelihood adoption consumption and customer engagement leverage these key metrics to build a strategic plan to address negative changes in the metrics
- Proactively engage Customer Support Product Management and Engineering to monitor and resolve complex technical issues
- Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team
- Internal collaboration with other services teams
Qualifications :
Your Experience
- Presales account management customer success consulting or similar roles related to driving customer success and adoption along with client facing sales/services experience
- Experience working with Cloud platforms (Amazon Web Services Google Cloud Platform Azure) and in cybersecurity
- Experience in or ability to work with technical support and/or professional services within the hightech industry
- Experience with a SaaS solutions company and/or an enterprise software company
- Strong consulting and project management skills with proven results working as a reliable advisor to drive business value for customers
- Good knowledge and experience with GainSight SFDC GoogleSuite systems or equivalent tools
- Possibly holds Project Management or Service Delivery qualifications such as PMP PRINCE2 and ITIL
- Highly datadriven with a dedication to following the process ability to prioritize work within a demanding environment and consistently delivering results
- Ability to identify key customer stakeholders to engage and build relationships without direct supervision
- Ability to influence teams across the organization to achieve desired customer outcomes
- Passionate about driving and tracking a consistent engagement process with all supported customers
- Ability to multitask and work in a dynamic environment to address emerging security risks and challenges
- Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and nontechnical audiences and to explain the impact in business terms
- Preferred Knowledge of Networking and CyberSecurity Network Security
- Knowledge of heterogeneous environments used by enterprise customersPositive growthoriented mindset
- Thrives in a matrixed team environment anchored by our values of Collaboration Disruption Execution Inclusion and Integrity
- Fluent in English is required
Fluency in one or more of the following languages: French German Arabic Turkish Hebrew or Portuguese would be considered a valuable asset
Public sector experience preferred
Additional Information :
The Team
Our Customer Success team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.
Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
