Senior Program Manager, Customer Success Operations (remote) at Palo Alto Networks

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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

As the Sr Program Manager, CS Operations, you are responsible for driving productivity, consistency, efficiency, and scale across Customer Success. You will collaborate on the business metrics both definition and reporting, while working with a team of operations managers and executives across the company to drive the efficiency within the customer success team. You will derive workflows for customer journeys (example intake and churn), strategic initiatives, and business trends/analytics that will drive strategic business decisions.

Your Impact

  • Drive and report on metrics definitions across the Customer Success team, and the associated reporting and dashboards needed by team members

  • Improve operational efficiency by automating and improving processes that scale, drive efficiency, increase the effectiveness of our CS team, and deliver greater value to our customers

  • Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation

  • The impact of this role is analytical problem-solving, collaborating with a high-performing team, partnering with senior cross-functional leaders and engaging the SaaS customer journey alongside overall business growth

  • Assisting the Director, Customer Success Operations with strategic business projects

Qualifications

Your Experience

  • Bachelor’s Degree, or equivalent combination of education and work experience required

  • 4+ years in a Customer Success Operations role at a technology company, with experience designing workflows and the systems knowledge to implement them

  • Ability to work quickly and patiently as part of a highly diverse team and global user base

  • Excellent Organizational skills with extensive project management skills including meeting deadlines and coordinating with multiple stakeholders

  • Excellent interpersonal, written and verbal communication skills 

  • Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges

  • Ability to prioritize, multi-task and demonstrate good judgment in time sensitive projects while not losing momentum on ongoing long-term projects

The compensation offered for this position will depend on qualifications, experience, and work location. We intend to offer a starting salary between $113,000 to $166,200/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Additional Information

The Team

The Customer Success Operations team is comprised of thought leaders who strategically drive scale and operational efficiencies - our job is to always be thinking one step ahead. Comfortable shoes are a must. We work dynamically, cross-collaborating with all departments on many essential programs. The team is collaborative and we have fun while working hard. We do tend to laugh and enjoy our work all at the same time. 

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.

All your information will be kept confidential according to EEO guidelines

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.

More Information on Palo Alto Networks
Palo Alto Networks operates in the Cybersecurity industry. The company is located in Santa Clara, CA and Plano, TX. Palo Alto Networks was founded in 2005. It has 10190 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 470 open jobs at Palo Alto Networks, click here.
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