Sr. Product Manager, IT Customer Experience
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Job Location:
Santa Clara County, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Your Career
As a Senior Product Manager for IT Customer Experience you will be instrumental in defining and driving the product strategy and roadmap for Palo Alto Networks end-to-end customer journey within IT. Your focus will be on enhancing critical customer touch points related to licensing onboarding account management and support ensuring a seamless efficient and positive experience for our customers.
Your Impact
- Lead the product lifecycle from ideation to launch and continuous improvement for customer-facing IT products and services.
- Define and manage the product roadmap for customer licensing and entitlement management ensuring accurate and reliable data for customers and internal teams. This includes managing the creation update extension and overall management of product entitlements from inception to expiration.
- Drive initiatives to optimize the customer onboarding experience including device registration activation and initial support entitlement setup within platforms like the Customer Support Portal.
- Enhance customer account management capabilities providing a comprehensive view of customer information product usage and health. This involves linking entitlements to customer accounts and Customer Support Portal (CSP) relationships.
- Oversee the development and improvement of customer support tools and processes including the ability for customers to open track and escalate support cases online in real-time within the Customer Support Portal.
- Collaborate with cross-functional teams (Engineering Support Sales CX) to gather requirements define user stories and ensure successful product delivery.
- Utilize data-driven insights from dashboards and customer health metrics to identify pain points and opportunities for improvement in the customer journey.
- Act as a subject matter expert for customer experience within IT advocating for customer needs and driving solutions that align with business objectives.
Qualifications :
Required Experience
- 5 years of product management experience with a strong focus on customer-facing products or platforms.
- Proven experience in managing customer licensing and entitlement systems including entitlement lifecycle management and order processing.
- Demonstrated success in improving customer onboarding processes such as product activation and initial setup.
- Expertise in customer account management and understanding of customer journey mapping including providing a 360-degree view of customer information.
- Experience with customer support processes and tools including case management systems.
Desired Skills and Qualifications (Bonus)
- Experience with enterprise case creation and management platforms including integration with systems like .
- Familiarity with Customer Success platforms (e.g. Gainsight) to manage customer journeys and outcomes.
- Strong analytical skills with the ability to define and track product metrics and KPIs.
- Excellent communication collaboration and stakeholder management skills.
Additional Information :
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) is expected to be between $141000 - $229000/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 :
No
Employment Type :
Full-time
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
About Company
Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in hi ... View more
