Manager Network Security Customer Success

Palo Alto Networks; Roma; Remoto; EUR 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

A leading company in cybersecurity is seeking a Customer Success Engineering Manager to lead a high-performing team across EMEA and LATAM. This role involves managing customer relationships, driving performance metrics, and ensuring customer success with their SASE portfolio. The ideal candidate will have extensive experience in customer success and team management, with a strong technical background in networking or cybersecurity.

Competenze

• Minimum 10 years in Customer Success Engineering or related fields.
• At least 1 year in a people management role.
• Strong consulting and project management skills.

Mansioni

• Manage customer escalations and prioritize issues.
• Develop relationships with sales teams and customers.
• Drive key performance metrics such as CSAT and renewal rates.

Conoscenze

Assessment

C++

C

Banking & Finance

Arabic Cuisine

Descrizione del lavoro

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. In this high-growth, dynamic environment, scaling, optimization, and sustained performance are essential.

Role Overview

As the CSE Manager, you will drive the team to develop in-depth knowledge of success indicators, utilizing data and your analytical skills to guide improvements. You will work closely with customer CISOs, security architects, security engineers, and development operations teams within mid to large enterprises, so confidence in presenting technical plans to diverse audiences is necessary.

Reporting to the EMEAL Sr Manager of Customer Success for the SASE business, you will lead a high-performing, distributed team across EMEA and LATAM.

Your Impact

1. Manage customer escalations, prioritize issues, negotiate expectations, and ensure timely resolutions.
2. Develop strong relationships with sales teams, customers, partners, and internal teams (TAC, Product Management, Engineering).
3. Build and lead a team of Customer Success Engineers.
4. Drive key performance metrics such as CSAT, renewal rates, upsell/cross-sell opportunities, and customer engagement.
5. Ensure customers maximize ROI by implementing and operationalizing Palo Alto Networks solutions.
6. Assist with custom integrations and workflows into customer SOCs.
7. Understand customer business challenges and map features to business benefits.
8. Advocate for customers in product roadmap discussions.
9. Ensure engineers have resources and processes for success through release cycles.
10. Provide technical and soft skills training, mentoring, and onboarding.
11. Set team and individual goals aligned with organizational objectives.

Qualifications: Your Experience

1. Minimum 10 years in Customer Success Engineering, Services Delivery, Professional Services, or Consulting.
2. At least 1 year in a people management role.
3. Strong consulting and project management skills, with a proven track record as a trusted advisor.
4. Technical experience in networking or cybersecurity industries.
5. Public cloud experience is a plus.
6. Experience managing customer escalations and negotiating resolutions.
7. Willingness to travel up to 30%.

Additional Information

The Team

Our Customer Success team is vital to our mission. We support clients post-purchase, evolving with their needs, implementing new products, and resolving critical issues to ensure optimal support and security.

Our Commitment

We embrace diversity and inclusion, and are committed to providing accommodations for individuals with disabilities. Palo Alto Networks is an equal opportunity employer, considering all qualified applicants without regard to legally protected characteristics.

All information will be kept confidential according to EEO guidelines.

Remote Work: Yes | Employment Type: Full-time

Key Skills

Assessment, C++, C, Banking & Finance, Arabic Cuisine

Experience: 10+ years | Vacancy: 1