Manager, Network Security Customer Success Engineering
Palo Alto Networks
At Palo Alto Networks, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before.
Who We Are
We take our mission seriously and believe that the unique ideas of every member of our team contribute to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and respect each employee as a unique individual.
Job Description
We are looking for a Manager for our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning SASE portfolio.
As the CSE Manager, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. You will also work closely with customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises.
Reporting to the EMEAL Sr Manager, Customer Success for the SASE business, you will lead a team of high-performance Customer Success Engineers, distributed across EMEA and LATAM.
Your Impact
* Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations.
* Develop strong relationships with our sales team, customers, partners, and internal teams (TAC, Product Management, Engineering).
* Build and lead a team of Customer Success Engineers.
* Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement.
* Ensure customers maximize their return on investment by implementing and operationalizing Palo Alto Networks solutions.
* Assist customers in implementing custom integrations and workflows.
* Directly support customer requests, coordinate, and prioritize timely resolutions.
* Develop a comprehensive understanding of business challenges faced by customers.
* Serve as a customer advocate in influencing product roadmap and improvements.
* Ensure that engineers have the resources and processes necessary for success.
* Deliver guidance and direction to the team supporting goals and objectives.
* Provide appropriate technical and soft skills training along with mentoring.
* Ensure consistent onboarding training programs are used effectively.
* Set team and individual goals in line with overall organizational goals.
Qualifications
Your Experience
* 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting.
* 1+ years of experience in a people management role.
* Strong consulting and project management skills, with shown results working as a trusted advisor.
* Technical experience in networking or cybersecurity industries.
* Public cloud experience is a plus.
* Consistent success working with customer escalations.
* Flexibility for travel up to 30%.
Additional Information
The Team
Our Customer Success team is critical to our success and mission. You will be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues.
Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. We can’t accomplish our mission without diverse teams innovating together.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
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