Manager, Signature Customer Success

<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><strong>Our Approach to Work</strong></p><p>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!</p><p>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!</p><h3>Job Description</h3><p><strong>Your Career</strong></p><p>The Manager of Signature Program is responsible for building and setting the strategic direction for the Signature Program Customer Success organization in EMEA. This includes driving innovation, optimization, and platform &amp; services adoption across the entire Palo product portfolio with a focus for renewals &amp; product expansion. You support technical deployments with customer journeys that span the Palo portfolio, and serve as a point of escalation for the entire portfolio of products. In short, driving unified account management for the largest accounts in EMEA. A key focus of this role is focused on people management, career growth, and team culture development.</p><p><strong>Your Impact</strong></p><ul><li>Manage a team of Account Customer Success Managers to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores</li><li>Develop and drive the deployment and adoption strategy for the Palo products, in collaboration with the broader ecosystem of Customer Success and services teams in Palo Alto Networks</li><li>Evolve and optimize customer journey including onboarding, implementation, growth strategy, and methodology</li><li>Set performance targets for the Customer Success organization based on deployment, adoption, and consumption of our products</li><li>Collaborate heavily with Support, Sales and Product Management functions</li><li>Support the team in developing a deep understanding of our customer’s security initiatives, business challenges and their technical environment</li><li>Attract, hire and retain a group of Account Customer Success Managers, high potential individual contributors into the team, ensure rapid onboarding process for new team members, and foster collaboration within internal teams</li><li>Engage broadly across the Customer organization from management through to C-Level/Influencer as required</li><li>Lead your team, coaching on successfully collaborating with services teams, product and engineering teams for prioritization of customer needs</li><li>Coach teams to handle customer escalations by combining business judgment with effective technical assessment skills</li><li>Possess a strong customer centric mentality and genuine curiosity for the breadth of the customers’ real business challenges, along with the ability to match our growing solution set to solve them</li><li>Maintain program dashboards and provide weekly, monthly, and quarterly status to services leadership and to key stakeholders</li><li>Identify opportunities and support the scoping of services including professional services, customer success, support, education, and partner services capabilities that can improve the time to value for your customers</li><li>Up to 20% travel</li></ul><h3>Qualifications</h3><p><strong>Your Experience</strong></p><ul><li>10+ years of technical customer success, service, project &amp; program management experience, with least 3+ years in a management role</li><li>Demonstrated success with people-management, coaching and amplifying team competencies</li><li>Ability to manage and influence through negotiation and consensus building</li><li>Go-To-Market &amp; Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships</li><li>Deep business operations expertise - has solid experience with creating reports and dashboards is highly preferred</li><li>Demonstrated ability to