Customer Success Manager – Unit
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Experience building out new programs and initiatives within an ever evolving organization is preferred
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
- Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Highly data-driven with a commitment to following process
- Excited about driving and tracking a consistent engagement process with all customers in your portfolio
- Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
- Desire to partner and work cross-functionally with Sales, Operations, and Consulting teams
- Ability to multi-task and work in a fast-paced environment
- Willingness to work nights and weekends as needed
Responsibilities
- Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
- Drive adoption- ensure customer applies the offering hours in a timely manner
- Ensure customer is measurably satisfied with the service they are receiving
- Informing customers of refresh needs and options
- Proactively identify up-sell and renewal opportunities and grow revenue
- Facilitate portfolio renewals
- Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
- Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time
- Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs
- Serve as a customer advocate in influencing service and product roadmap and improvements
- Partner closely with sales and consulting teams to develop and apply these processes – Must be able to build trust and influence
- Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
- Capture and nurture CISO and execute relationships to influence the recurring strategic spend
Preferred Qualifications
- Previous experience with a Cybersecurity or enterprise software company preferred
- Knowledge of the latest customer success techniques and technologies preferred
- Tableau a plus
- Flexibility for travel