Manager Network Security Customer Success

Palo Alto Networks; Roma; In loco; EUR 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

A leading company in the cybersecurity sector is seeking a Manager for their Customer Success Engineering team. This role entails overseeing a high-performing team to ensure customer satisfaction and engagement, while leveraging technical skills to address customer needs. Ideal candidates will have extensive experience in customer success, project management, and a technical background in networking or cybersecurity, with a proven ability to lead and advocate for customer solutions.

Competenze

• 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 issue prioritization.
• Build and lead the Customer Success Engineering team.
• Drive key performance metrics such as CSAT and renewal rates.

Conoscenze

Customer Success Engineering

Project Management

Technical Presentation

Analytical Skills

Networking

Cybersecurity

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, scaling, and performance-driven environment, your leadership will be essential.

As the CSE Manager, you will drive your 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

• Manage customer escalation triage, issue prioritization, negotiation, and expectation setting.
• Develop strong relationships with sales teams, customers, partners, and internal teams (TAC, Product Management, Engineering).
• Build and lead a team of Customer Success Engineers.
• Drive key performance metrics such as CSAT, renewal rates, upsell/cross-sell opportunities, adoption, and customer engagement.
• Ensure customers maximize ROI by effectively implementing Palo Alto Networks solutions.
• Assist with custom integrations and workflows into customer SOCs.
• Support customer requests, coordinate resolutions, and prioritize issues.
• Understand customer business challenges and map features to their needs.
• Advocate for customers to influence product roadmaps and improvements.
• Ensure engineers have resources and processes for success through release cycles.
• Provide technical and soft skills training, mentoring, and onboarding programs.
• Set team and individual goals aligned with organizational objectives.

Qualifications: Your Experience

• 10+ years in Customer Success Engineering, Services Delivery, Professional Services, or Consulting.
• At least 1 year in a people management role.
• Strong consulting and project management skills, with a proven track record as a trusted advisor.
• Technical experience in networking or cybersecurity industries.
• Public cloud experience is a plus.
• Experience managing customer escalations and negotiating resolutions.
• 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 and the changing threat landscape. Your role involves implementing new products, transitioning clients, and resolving critical issues to ensure optimal support.

Our Commitment

We are problem-solvers who challenge the cybersecurity status quo, valuing diversity and innovation. We provide reasonable accommodations for qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, celebrating diversity and ensuring consideration for all qualified applicants.

All information will be kept confidential according to EEO guidelines.

Remote Work : Employment Type :

Key Skills: Assessment, C++, C, Banking & Finance, Arabic Cuisine

Experience : years

Vacancy : 1