Manager, Network Security Customer Success

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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

We are looking for a Manager for our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning SASE portfolio. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials.

As the CSE Manager, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

Reporting to the EMEAL Sr Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM.

Your Impact

• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
• Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering)
• Build and lead a team of Customer Success Engineers
• Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement
• Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives
• Assist customers in implementing custom integrations and workflows into their SOC
• Directly support customer requests, coordinate, and prioritize timely resolutions
• Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles
• Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets
• Directly provide appropriate technical and soft skills training along with mentoring
• Ensure that consistent and standard onboarding training programs are used and delivered effectively
• Set team and individual goals in-line with overall organizational goals

Qualifications

Your Experience 

• 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting
• 1+ years of experience in people management role
• Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with client teams at different levels of technical and non-technical depth
• Technical experience in networking or cyber security Industries
• Public cloud experience is a plus
• Consistent success working with customer escalations - assessing