Customer Success Manager
| Company | Palo Alto Networks |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years relevant work experience in customer success, consulting, post sales technical account management and similar roles
- Experience as a SOC analyst/manager preferred. Experience with Security Incident Response tools and IR workflow process
- 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
- Ability to multi-task and work in a fast-paced environment
Responsibilities
- Own the ultimate responsibility for the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- 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
- Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs
- Serve as a customer advocate in influencing product roadmap and improvements
- Advise and recommend on how the Palo Alto Networks cybersecurity solution can be used to help mature and improve a customer’s Security Operations Center(SOC), Cloud Security Change Management process
- Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
Preferred Qualifications
- Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
- Experience with enterprise security products and/or offerings
- Flexibility for travel up to 30%
- This role be based in the office either in Santa Clara HQ, Plano, Reston or New York