Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is a cybersecurity company dedicated to protecting digital lives through innovation and collaboration. The Manager of Customer Success Engineering is responsible for leading the Cortex and Prisma Cloud Technical Services organization, focusing on customer adoption and success strategies while managing team development and performance.
Responsibilities
- Drive customer success strategies to help customers achieve adoption and expertise with the platform and technology, including -
- Develop and drive the deployment and adoption strategy for the Cortex and Prisma Cloud organization, in collaboration with the broader ecosystem of Technical Services teams in Palo Alto Networks
- Evolve and optimize the customer journey, including onboarding, implementation, growth strategy, and methodology
- Set performance targets for the Technical Services organization based on deployment, adoption, and consumption of our products
- Oversee the creation of enablement and skill set development for the teams
- Develop the Cortex and Prisma Cloud Services roadmap
- Collaborate heavily with Support, Sales and Product Management functions
- Establish the Customer Success Manager/Engineer role as a trusted advisor
- Build out customer health monitoring and reporting
- Manage line-level managers and more tenured employees on the team
Skills
- 5+ years of professional services and customer escalations experience, with least 3+ years in a management role
- Go-To-Market & Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships
- Demonstrated ability to lead development of best in class deployment & adoption methodology, with track record of driving renewals & product expansion
- Experience working with professional services platforms and working cross-functionally with other GTM organizations like Sales, Sales Operations, Engineering and Product Management
- Skilled in customer escalations with experience in account management and project management
- Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
- Strong understanding of security principles, vulnerability management, and industry best practices
- Practical experience with public cloud platforms, preferably Azure, Google Cloud, and AWS
- Expertise with container technologies, such as Docker
- Experience with CI/CD tools, examples include Jenkins, Github Actions, or Gitlab
- Expertise in software development, including but not limited to automated testing, version control, and OOP
Benefits
- Restricted stock units
- A bonus
- Reasonable accommodations for all qualified individuals with a disability
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