Customer Success Manager

Palo Alto Networks; Abu Dhabi; Presencial; AED 120 000 - 180 000; Tempo integral

Resumo da oferta

Palo Alto Networks Unit 42 is seeking experienced SaaS sales or customer success professionals with cybersecurity domain expertise to drive adoption and upsell of services. You will lead onboarding and ensure customers achieve full value from our offerings.

In this role you will own the customer journey, drive renewals, and build trusted advisor relationships with executives and stakeholders. Collaboration with sales and consulting is essential.

Qualificações

• Experience building out programs and initiatives in evolving organizations.
• Strong consulting and project management with trusted-advisor capabilities.
• Data-driven approach with process discipline.
• Ability to engage with client teams across technical levels.

Responsabilidades

• Own onboarding adoption and advocacy across a customer portfolio.
• Provide high-touch outreach post-close to shepherd onboarding.
• Drive adoption and ensure timely application of offerings.
• Ensure customers are measurably satisfied with the service.
• Identify upsell and renewal opportunities to grow revenue.
• Facilitate renewals and develop trusted advisor relationships.
• Be the first line of defense for support requests and coordinate resolutions.
• Map services to customer business challenges and desired outcomes.
• Influence service and product roadmap via customer feedback.
• Partner with Sales and Consulting to apply processes across teams.

Conhecimentos

Consulting

Project management

Customer advocacy

Data-driven

Cross-functional collaboration

Communication

Team player

Multi-tasking

Ferramentas

Tableau

Descrição da oferta de emprego

Job Summary

Your Career

As a member of the Unit 42 team you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services products We are looking for experienced SaaS sales or customer success professionals ideally with cybersecurity domain expertise who want to make an impact in a fast-paced high-growth environment

Your Impact

Ensure customers are maximizing their return on investment by owning the customer s on-boarding adoption satisfaction and advocacy across a portfolio of customers Provide high touch white glove customer outreach immediately post close to shepherd customers through the on-boarding process Drive adoption- ensure customer applies the offering hours in a timely manner Ensure customer is measurably satisfied with the service they are receiving Informing customers of refresh needs and options Proactively identify up-sell and renewal opportunities and grow revenue Facilitate portfolio renewals 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 Be the first line of defense in solving customer support requests and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time Ensure continual communication with customers on Unit 42 messaging current and offerings updates events main points of contact within Unit 42 and touchpoint for all feedback from our customer Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs Serve as a customer advocate in influencing service and product roadmap and improvements Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence Manage performance metrics CSAT Renewal rate Upsell Cross-sell lead identification Reference-ability Renewal likelihood Adoption Consumption Customer Engagement Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Qualifications

Your Experience

Experience building out new programs and initiatives within an ever evolving organization is preferred 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 as 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 Desire to partner and work cross-functionally with with Sales Operations and Consulting teams Previous experience with a Cybersecurity or enterprise software company preferred Ability to multi-task and work in a fast-paced environment Knowledge of the latest customer success techniques and technologies preferred Willingness to work nights and weekends as needed Tableau a plus Flexibility for travel Experience building out new programs and initiatives within an ever evolving organization is preferredStrong 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 depthProven track record of managing customer as escalations, balancing customer expectations, and negotiating successful resolutionsHighly data-driven with a commitment to following processExcited about driving and tracking a consistent engagement process with all customers in your portfolioTeam player with the highest level of integrity, who will innovate to continue improving the way we serve our customersDesire to partner and work cross-functionally with with Sales, Operations, and Consulting teamsPrevious experience with a Cybersecurity or enterprise software company preferredAbility to multi-task and work in a fast-paced environmentKnowledge of the latest customer success techniques and technologies preferred Willingness to work nights and weekends as neededTableau a plusFlexibility for travel