Manager, Customer Experience

Job Description

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

Qualifications

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%

Additional Information

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.