Account Customer Success Manager

<h3>Company Description</h3><p><strong>Our Mission</strong></p><p>At Palo Alto Networks® everything starts and ends with our mission:</p><p>Being the cybersecurity partner of choice, protecting our digital way of life.</p><p>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.</p><p>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.</p><h3>Job Description</h3><p><strong>Your Career</strong></p><p>Account 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. Account 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 &amp; 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.</p><p>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.</p><p><strong>Your Impact </strong></p><ul><li><u>Account Management </u><ul><li>Key account ownership and relationship management for Palo Alto Networks’ largest customers </li><li>Operate as primary point of contact for multiple product lines supporting the customer journey </li><li>Operating cross-functionally with clients, end user through C-suite, and internal partners across product lines - Cloud, DevSecOps, Network, and AI security</li></ul></li><li><u>Customer Impact</u><ul><li>Own customer planning, deployment, adoption, account-level reviews, and escalations </li><li>Builds and manages the customized product delivery to the customer’s tech environment </li><li>Understands Customer Security Priorities and is able to translate it to Success Plans</li></ul></li><li><u>Partnership</u><ul><li>Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals </li><li>Partner with Post-Sales teams as Professional Services , Customer Success &amp; Support</li><li>Engage and coordinate customer delivery across Palo Alto Networks team members including engineering and professional services</li></ul></li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>8+ years of professional experience in a customer-facing role, managing high-touch, high visibility post-sales engagements </li><li>Specialization in software product and service delivery to strategic customers with an expertise in 1+ of the following areas <ul><li>Cloud Security </li><li>DevSecOps </li><li>Network Security </li><li>Security Operations </li></ul></li><li>Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth </li><li>Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations, balancing customer expectations, and negotiating successful resolutions </li><li>Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity </li><li>Bonus - Client-focused program management </li><li>Bonus - Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira) </li><li>Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites - Potential for 10-15%</li><li>Requirement for a fluent French speaker</li></ul><h3>Additional Information</h3><p><strong>The Team</strong></p><p>Our Customer Success team is crucial to our success and m