Customer Success Operations Program Manager

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission: protecting our digital way of life. It’s inspired by our vision: a world where each day is safer and more secure than the one before. These aren’t simple statements. They won’t be easy either – but we’re not here for easy. We’re here for better. As a company with a foundation in challenging the way things are done, we’re looking for innovators who are as committed to shaping the nature of cybersecurity as we are. 

Our mission doesn’t happen by treading softly – no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting the infrastructure of a company that moves at an incredible speed – intentionally – to stay ahead of the world’s next cyberthreat.

Job Description

Your Career

As a Customer Operations Program Manager, you are responsible for driving productivity, consistency, efficiency, and scale across Customer Success. You will drive the business metrics both definition and reporting cross collaborating with Product/Engineering. You will oversee the inflow of new customers, strategic initiatives, and business trends/analytics that will drive strategic business decisions.

Your Impact

• Drive metrics definitions across the Customer Success team, and the associated reporting and dashboards needed by team members
• Improve operational efficiency by automating and improving processes that scale, drive efficiency, increase the effectiveness of our CS team, and deliver greater value to our customers
• Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation
• The impact of this role is analytical problem-solving, leading a high-performing team, partnering with senior cross-functional leaders and engaging the SaaS customer journey alongside overall business growth
• Assisting the Director, Customer Success Operations with strategic business projects

Qualifications

Your Experience

• Ability to work quickly and patiently as part of a highly diverse team and global user base
• Excellent Organizational skills with extensive project management skills including meeting deadlines and coordinating with multiple stakeholders
• 4+ years in a Customer Success Operations/Business Operations role at a technology company, with experience designing workflows and the systems knowledge to implement them
• Excellent interpersonal, written and verbal communication skills 
• Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges
• Ability to prioritize, multi-task and demonstrate good judgment in time sensitive projects while not losing momentum on ongoing long-term projects
• Bachelor’s Degree, or equivalent combination of education and work experience required

Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

All your information will be kept confidential according to EEO guidelines.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact an