Customer Success Manager

Your Career 

The Customer Success Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks public cloud security solution adoption and accelerate business value and ROI from customers investment in Palo Alto Networks during their cloud transformation journey. In this role you will work closely with CISOs Security Architects Security Engineers and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions. The end result is increased customer satisfaction value retention and expansion of the Palo Alto Networks cloud security footprint.

Responsibilities

• Own the ultimate responsibility for the customers on-boarding adoption satisfaction and advocacy across a portfolio of customers

• 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

• Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs

• Serve as a customer advocate in influencing product roadmap and improvements

• Advise and recommend on how the Palo Alto Networks cybersecurity solution can be used to help mature and improve a customers Security Operations Center(SOC) Cloud Security Change Management process. 

• Manage performance metrics CSAT Renewal rate Reference-ability Renewal likelihood Adoption Consumption Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate

• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

Qualifications :

• 5 years relevant work experience in customer success consulting post sales technical account management and  similar roles

• Experience as a SOC analyst/manager preferred. Experience with Security Incident Response tools and IR workflow process

• 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

• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired

• Experience with enterprise security products and/or offerings

• Ability to multi-task and work in a fast-paced environment

• Flexibility for travel up to 30%

• This role be based in the office either in Santa Clara HQ Plano Reston or New York. 

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. 
 

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 - $122000/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.