Manager, Customer Success Engineering

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

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

Our customer success team is critical to our success and mission. As leading this team, you enable our Customer Success Architect to provide 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 building and implementing the team and processes, implementing new products, transitioning from old products to new – in fact, you’ll lead the team that ensures our customers are getting value from the product they purchased. We identify technical requirements, provide guidance and assistance and drive our customers to success.

Leading the Cortex Scale Customer Success Architects that are responsible for empowering our clients to  prevent successful cyberattacks as well as simplify and strengthen security processes, automate and streamline security operations and attack surface management, the team is built by highly technical professionals that work together with customers, partners, and their awesome colleagues. Without these ninjas, we will fail. And failure is not an option!

Your Impact

• Manage a strong group of professionals, leading the team both from personal growth and Customer Success Activities
• Team Growth - hire top talent across NAM, EMEA and JAPAC regions, onboard and train architects to become the leading consultants for our products
• Time to value - Provide guidance and assistance to the team to enable effective customer deployment of their XDR platform throughout the customer lifecycle to ensure quick and successful product deployment and adoption
• Product Experts - Ensure the team acts as the product SME, assisting customers with their product questions and technical requirements, troubleshooting, training and other technical requests
• Collaboration - working together with cross functional, Support, Sales, PS, Product and RND teams ensuring our customers and partners get the most out of our products
• Digital First - Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale

Qualifications

Your Experience

• Experience as a Security Incident Responder or SOC analyst/manager
• Proven experience and deep knowledge  of Cortex XDR is a requirement
• Experienced with Technologies such as EDR and their ecosystems
• Familiarity with cloud technologies, providers (such as GCP, AWS, Azure)
• Familiarity with attack surface management surface is a plus
• Experience in customer-facing roles is a must
• Ability to work under pressure, and prioritize tasks accordingly
• Fluent English is a requirement - Any other language is a plus
• Bachelor's degree or equivalent military experience required 
• Ninja uniform is a plus

Additional Information

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to customers 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. 

The Customer Success mission is to “guide the customer” with t