Customer Success Manager (Unit 42)
Customer Success Manager (Unit 42)
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1 Vacancy
Job Description
Your Career
As a member of the Unit 42 team you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced high-growth environment.
We expect office-based employees to be in the office four days per week with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies we are working through the details and things could change . but in general if a role is deemed office-based we want our teams to be together four days per week.
Your Impact
Ensure customers are maximizing their return on investment by owning the customers on-boarding adoption satisfaction and advocacy across a portfolio of customers
Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
Drive adoption- ensure customer applies the offering hours in a timely manner
Ensure customer is measurably satisfied with the service they are receiving
Informing customers of refresh needs and options
Proactively identify up-sell and renewal opportunities and grow revenue
Facilitate portfolio renewals
Develop a trusted advisor relationship with customer stakeholders executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
Be the first line of defense in solving customer support requests and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time
Ensure continual communication with customers on Unit 42 messaging current and offerings updates events main points of contact within Unit 42 and touchpoint for all feedback from our customer
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs
Serve as a customer advocate in influencing service and product roadmap and improvements
Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
Manage performance metrics CSAT Renewal rate Upsell / Cross-sell lead identification Reference-ability Renewal likelihood Adoption Consumption Customer Engagement
Capture and nurture CISO and execute relationships to influence the recurring strategic spend
Qualifications :
Your Experience
Experience building out new programs and initiatives within an ever evolving organization is preferred
Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers including the ability to interact with client teams at various levels of technical and non-technical depth
Proven track record of managing customer escalations balancing customer expectations and negotiating successful resolutions
Highly data-driven with a commitment to following process
Excited about driving and tracking a consistent engagement process with all customers in your portfolio
Team player with the highest level of integrity who will innovate to continue improving the way we serve our customers
Desire to partner and work cross-functionally with with Sales Operations and Consulting teams
Previous experience with a Cybersecurity or enterprise software company preferred
Ability to multi-task and work in a fast-paced environment
Knowledge of the latest customer success techniques and technologies preferred
Willingness to work nights and weekends as needed
Tableau a plus
Flexibility for travel
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 solution offerings transitioning from old solutions 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.
Compensation Disclosure
The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $98000 - $158500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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 :
Yes
Employment Type :
Full-time
Employment Type
Remote
