Sr Mgr, Customer Success, XSOAR (Santa Clara, CA or Plano, TX office)

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.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

We're looking for an experienced and empathetic leader to manage a team, own the R&D relationship, and drive operational rigor across the broader Customer Engineering/Architecture in XSOAR, a part of the Palo Alto Networks Cortex suite of security products.

XSOAR's Customer Success team provides world-class strategic, technical, and project management partnership to all of our Fortune 2000 customers. As the team closest to our customers and their use of XSOAR's products, Technical Customer Success works closely with product, engineering, data science, and sales functions at Palo Alto Networks.  We are in a building phase, so all team members are developing tools and processes to enable scale through repeatability. The team has a diverse set of backgrounds in cyber security, engineering, SaaS, and consulting.

Your Impact

In this role, you will work directly with Cortex Customer Success Leadership to lead the XSOAR Technical CS function:

• Team Leadership - Directly manage team of line managers delivering the XSOAR technical journey. Help to hire, enable, manage, and mentor a team of Customer Success Architects & Engineers as they navigate current and future company objectives -Team objectives include operationalization (integration and action using XSOAR data and products), execution efficiency, and product, services, and technical journey development
• Customer Engagement (customer-facing) - Once ramped, engage directly with customers as a point of escalation and senior relationship holder to expand adoption of our product by utilizing new features and developing additional innovative use cases
• Product and Engineering Partnerships (internal process) - As a part of the cross-functional XSOAR leadership team, consolidate the team’s technical feedback about gaps in product and integrations - Advocate for customers’ technical needs such as broader SOC ecosystem integrations, API improvements, and product functionality with product and engineering leadership - Empower your team to work with product managers to co-develop solutions and better understand the XSOAR product strategy and roadmap to effectively lead the customer journey and manage expectations

This is a chance to join a fast-growth startup inside of the world’s leading network security company. Help us scale and innovate as we set the new standard in unified network security solutions.

Qualifications

Your Experience

• You lead by example - you encourage direct reports, peers, and managers around you to explore new ways of doing things - you have a track record of providing others with thoughtful, specific feedback and opportunities to learn
• You have 2+ years in a management capacity supporting, directing, and mentoring team members
• You bring proven cybersecurity and software technical success/services experience
• You have 6+ years hands-on technical experience (extensive SOAR experience preferred, cybersecurity/SOC/VM, software engineering, product development)
• You are transparent and collaborative in your communication style - you have a proven ability to motivate and influence others and communicate a clear vision, both internally and cross-functionally
• You bring experience in engineering management, professional