Sr Director of IT Customer Experience (CX) Product Management

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Your Career 

The evolving and transformative role IT can have in the industry in general and Palo Alto Networks in particular as we scale the company for multi-product security means new opportunities in the way we help transform the business and optimize IT. We are looking to hire the leader of Customer Experience product management, who will closely partner with the CIO, Chief Customer Officer, Sales and Product leaders on defining the Digital & IT strategy for our post-sale customer experience. The leader will partner closely with company and functional strategic teams to ensure the IT strategy that is closely aligned with business strategy. The successful candidate is a tested, nimble, innovative, influential and process-oriented leader with a proven track record to deliver large scale enterprise initiatives for CX transformation. 

This position will be responsible for the IT product management functions for product licensing, customer onboarding & activation, customer self service, customer communities, customer success, support, and professional services. 

This role will report directly to the SVP of GTM and CX Technologies at Palo Alto Networks.

Your Impact

• Strategy & Planning - 
  • Defines the mission, vision, and strategy of the IT CX organization to enable Palo Alto Networks to scale the business growth with flexibility, agility and efficiency with an elegant & superior user experience
  • Actively participate in long-range strategy and capabilities roadmap planning with the Chief Customer Officer’s organization to enable a seamless customer lifecycle experience, identify and solve complex business issues with process and technology as enablers
  • Business and tech advocate who has a relentless drive to delight customers, eliminate friction, drive simplification and automation, with a keen eye to look at things from an outside-in and inside-out view for Palo Alto Networks
• Solution Delivery -
  • Partner closely with Customer Success, Support, Services, Sales, Ecosystems, Channel, and Product leadership to architect positive customer experiences that is intuitive and delightful, drives conversion to sale, retention and revenue expansion - build on qualitative and quantitative insights from voice of customer and other data sets which can democratized for everyone who touches the customer post-sale
  • Partner with Enterprise Customer Success strategy leader, and build a prescriptive, scalable customer success motion to best support customers based on the segment, industry, and strategic relevance to the company
  • Embrace Digital-First partnering with the business to drive digital innovation and serve as an influential cross-functional change agent across the organization 
  • Partner with CIO organization, IT engineering and CCO organization to manage the CX portfolio intake, prioritization, alignment and execution process to deliver strategic initiatives, prioritized enhancements, and mission critical customer service systems
  • Partner with Product Owners to design a frictionless experience for product provision, activation and onboarding to maximize the value of their investments Design the services in such a way the experience can transition smoothly between in-product and IT capabilities via composable architecture
  • Partner with the security function to ensure the solutions are Secure-By-Design
• Talent Development -
  • Demonstrate accountability, leading people with passion, enthusiasm, dedication, and integrity
  • Attract top IT talent by building a high performing team with superior technical depth and outstanding customer relationship skills
  • Build and mentor an outstanding team while fosterin