Manager, Customer Success Engineering — Remote

Palo Alto Networks; Town of Texas (WI); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Palo Alto Networks is seeking a senior Customer Success leader to manage Scale and Optimize Engineers, drive adoption and renewals, and deliver strategic insights across North American enterprise customers. You will build a top-tier team, foster collaboration with Product, Engineering, and Sales, and advocate for customer success and revenue growth.

You will direct initiatives to improve product value, expand reference-ability, and ensure customers realize maximum ROI from our security solutions

Qualifications

• 5+ years experience in pre-sales, account management, customer success, technical consulting or similar roles related to driving customer success and adoption.
• Experience with cloud solutions like Google Cloud Platform, Microsoft Azure OR Amazon Web Services to drive adoption preferred.
• An enthusiastic and creative leader with the ability to inspire others.
• Ability to manage influence through persuasion, negotiation, and consensus building.

Responsibilities

• Manage your team in driving key technical outcomes, achieving higher product adoption and being the single point of contact for all technical and product questions in their customer engagements.
• Leading a team of Scale and Optimize Engineers - assisting the team in guiding customers on best practices and with key escalations for the portfolio of customers and providing hands on keyboard prescriptive guidance and technical support throughout the Scale and Optimize customer journey.
• Measure effectiveness of Scale and Optimize Engineers, ensuring the team delivers on Key Operational metrics, including Customer Health, feature adoption, Consumption, Reference-ability, Renewals
• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Attracting, hiring and retaining a group of Scale and Optimize Engineers contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
• Work closely with Product and Engineering managers to drive new feature requests, feature enhancements and identify new opportunities for up-leveling the S&O team
• Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
• Increase the lifetime value of the Customer through greater advocacy and reference-ability - serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
• Engage broadly across the Customer organization from management through to C-Level/Influencer as required
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
• Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

Skills

Customer success

Pre-sales

Account management

Technical consulting

Leadership

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce (SFDC)

Gainsight

Dashboards

Job description

Palo Alto Networks is seeking a senior Customer Success leader to manage Scale and Optimize Engineers, drive adoption and renewals, and deliver strategic insights across North American enterprise customers. You will build a top-tier team, foster collaboration with Product, Engineering, and Sales, and advocate for customer success and revenue growth.

You will direct initiatives to improve product value, expand reference-ability, and ensure customers realize maximum ROI from our security solutions