Manager, Customer Experience

Palo Alto Networks is seeking a Manager for their Customer Success Engineering team. This role involves leading a team of Customer Success Engineers across LATAM, focusing on enabling customer success with the PANW portfolio. The manager will drive performance metrics, manage customer escalations, build strong relationships with stakeholders, and ensure customers maximize their ROI. The position requires strong analytical skills, technical expertise in networking or cybersecurity, and the ability to present implementation plans to diverse audiences.

Must Have

• 8+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting
• 3+ years of experience in a people management role
• Strong consulting and project management skills
• Technical experience in networking or cybersecurity industries
• Consistent success working with customer escalations
• Ability to travel up to 30%
• Manage a team of Customer Success Engineers
• Drive team to in-depth knowledge of success indicators using data and analytical aptitudes
• Work closely with customer CISOs, security architects, engineers, and development operations teams
• Present implementation plans to all ranges of technical ability
• Lead a team of high-performance Customer Success Engineers
• Manage customer escalations, triage, prioritize issues, negotiate priorities, and manage expectations
• Develop strong relationships with sales team, customers, partners, and internal teams
• Drive performance metrics including CSAT, renewal rate, upsell/cross-sell identification, adoption, consumption, and customer engagement
• Ensure customers maximize ROI by implementing and operationalizing Palo Alto Networks solutions
• Assist customers in implementing custom integrations and workflows into their SOC
• Directly support customer requests, coordinate, and prioritize timely resolutions
• Develop a comprehensive understanding of business challenges and map features to needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Ensure engineers have resources and processes for sustained performance through release cycles
• Deliver guidance and direction to the team, maximizing opportunity to exceed targets
• Provide appropriate technical and soft skills training and mentoring
• Ensure consistent and standard onboarding training programs are used effectively
• Set team and individual goals aligned with organizational goals

Good to Have

• Public cloud experience

Your Career

We are looking for a Manager within our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning PANW portfolio. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials.

As the CSE Manager, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

Reporting to the LATAM Sr Manager, Customer Success for the technical services business, in this role you will lead a team of high performance Customer Success Engineers, distributed across LATAM.

Your Impact

• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
• Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering)
• Build and lead a team of Customer Success Engineers
• Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement
• Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives
• Assist customers in implementing custom integrations and workflows into their SOC
• Directly support customer requests, coordinate, and prioritize timely resolutions
• Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles
• Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets
• Directly provide appropriate technical and soft skills training along with mentoring
• Ensure that consistent and standard onboarding training programs are used and delivered effectively
• Set team and individual goals in-line with overall organizational goals

Your Experience

• 8+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting
• 3+ years of experience in people management role
• Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with client teams at different levels of technical and non-technical depth
• Technical experience in networking or cyber security Industries
• Public cloud experience is a plus
• Consistent success working with customer escalations - assessing and communicating customer expectations and negotiating resolutions
• Must be able to travel up to 30%

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.