Customer Success Manager, Access

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

Customer Success Managers serve with an account-centric focus managing the customer lifecycle serving as the Voice of the Customer. In this role, you will operate as the point of contact for the post-sales journey driving adoption and consumption across the breadth of Palo Alto Networks’ products.

Customer Success Managers operate across Cyber, Cloud, and Network Ops technologies paired with subject matter experts. We work with customers to deliver value and maximize the security & value of their investments in Palo Alto Networks products. In this role, you will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

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

• Account Management
  • Key account ownership and relationship management across a portfolio of Palo Alto Networks customers
  • Operate as primary point of contact for specific product lines supporting the customer journey
  • Operating cross-functionally with clients, end user through C-suite, and internal partners across product lines - Cloud, DevSecOps, Network, or AI security
• Customer Impact
  • Own customer planning, deployment, account-level reviews, and escalations
  • Builds and manages the customized product delivery to the customer’s tech environment 
• Partnership 
  • Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
  • Partner with Professional Services team for implementations and extended expertise deployments 
  • Engage and coordinate customer delivery across Palo Alto Networks team members including engineering and professional services

Qualifications

Your Experience 

• 4+ years of professional experience in account management, solutions architecture, consulting, or relationship management 
• Specialization in software product or service delivery to customers with an expertise in technical deployments
• Experience managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Strong communicator who can effectively explain complex technical concepts to both technical and non-technical audiences
• Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Bonus - Experience in Cloud Security, DevSecOps, Network Security, or Security Operations
• Bonus - Client-focused program management
• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely