Company Description

Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Your Career

We are looking for a Manager for our Customer Success (CS) team. You will be responsible for managing a team of Customer Success Engineers (CSE) and Customer Success Managers (CSM) who enable customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials.

As the Manager of CS, you will ensure the team has in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

 Your Impact

• Build and lead a team of CSEs and CSMs

• Develop strong relationships with our sales team, customers, and partners

• Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives

• Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles

• Directly provide appropriate technical and soft skills training along with mentoring

• Ensure that consistent and standard onboarding training programs are used and delivered effectively

• Set team and individual goals in-line with overall organizational goals

• Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets

• Drive performance metrics: CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement

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

• Assist customers in implementing custom integrations and workflows into their SOC

• Directly support customer requests, coordinate, and prioritize timely resolutions

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

• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations

Qualifications

Your Experience

• 10+ years of experience in Customer Success, Services Delivery, Professional Services, or Consulting

• 5+ years of experience in a solid line management role

• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to work well with client teams at different levels of technical and non-technical depth

• Technical experience in networking or cyber security Industries

• Public cloud experience is a plus

• Consistent success working with customer escalations; assessing and communicating customer expectations; and negotiating resolutions

Specialized Knowledge and Skills (Preferred):

• Technical experience in the Network Security Industry

• Experience as a network administrator (or equivalent) in an NT or Unix environment

• Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)

• Background in networking, LAN, and WAN technologies

#LI-GF1

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 doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll 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, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 [email protected].
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.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $112,400/yr to $165,300/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.