Customer Success Architect Cortex Xpanse - EMEA

Company Description

Our Mission

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. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Job Description

Your Career

As part of the Cortex organization, Xpanse protects the world’s most important organizations by discovering risks on the Internet no one else can find. Xpanse helps the world’s largest enterprises discover their attack surface and mitigate cyber risks. Our transformative technology is redefining the way that Fortune 500s view, measure, and invest in Internet safety.

Technical Customer Success is the core of post-sales Xpanse subject matter expertise. We work with customers to guide the product-based customer journey to unlock value, build out their Attack Surface Management programs, and help them make the most out of their Xpanse purchase. It’s our priority to deepen Xpanse’s partnerships with some of the world’s largest and most well-known organizations, ultimately helping them stay safe from malicious actors on the Internet. 

As a Customer Success Architect, you will think critically about customer problems and ask the questions that help us better understand their technical ecosystem to guide them through the Xpanse product journey. On a day-to-day basis, you may troubleshoot with customers, review and analyze SOC ecosystems to proactively identify integration opportunities, collect user feedback about product features, and advocate internally for your customers. As an integral part of the Cortex Xpanse Customer Success team, you will also collaborate with your colleagues to iterate on our processes and help us scale our operations.

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Technical Customer Leadership
  • Guide medium-to-large enterprise customers through the Xpanse technical journey
  • Develop product and category expertise to educate our customers on operationalising the Xpanse platform, including around industry best practices for platform capabilities
  • Create and execute technical implementation plans, from start to finish; this includes onboarding, engagement training, check-ins, technical guidance, and security analysis
  • Write and disseminate engagement progress reports to customers and internally at Xpanse
  • Brief customer senior leadership to demonstrate Xpanse's positive impact on customer business objectives, highlight security issues, and make security recommendations
  • Serve as the customer's chief advocate and champion customer causes internally
• Security Analysis
  • Become an expert on Xpanse and coach customers on operationally and technically integrating the tool into their day-to-day workflows
  • Guide customers through analytic workflows within our products, participating at all stages of customer investigations to drive remediations or other desired business outcomes
  • Document customers' improved remediation efforts in a form that they value and can take action on

Qualifications

Your Experience

• You have professional experience in customer success, account management, solutions architecture, consulting, or relationship management (preferably at an enterprise technology company, SaaS is a plus)
• You are comfortable with Python, APIs development, and/or networking
• You are a strong communicator who can effectively explain complex technical concepts to both technical and non-technical audiences
• You are intellectually curious and quick to learn new t