Customer Success Manager- Network Security (Remote)
Company: Palo Alto Networks
Location: Fort Lauderdale
Posted on: June 23, 2022
Job Description:
Company DescriptionOur Mission At Palo Alto Networks -
everything starts and ends with our mission:Being the cybersecurity
partner of choice, protecting our digital way of life.We have the
vision of a world where each day is safer and more secure than the
one before. These aren't easy goals to accomplish - but we're not
here for easy. We're here for better. We are a company built on the
foundation of challenging and disrupting the way things are done,
and we're looking for innovators who are as committed to shaping
the future of cybersecurity as we are.Disruption is at the core of
our technology and on our way of work to meet the needs of our
employees now and in the future through FLEXWORK, our approach to
how we work. We're changing the nature of work from benefits to
learning, location to leadership, we've rethought and recreated
every aspect of the employee experience at Palo Alto Networks. And
because it FLEXes around each individual employee based on their
individual choices, employees are empowered to push boundaries and
help us all evolve, together.Job DescriptionNetwork Security
Customer Success OverviewPalo Alto Networks Customer Success (CS)
team partners with organizations to help guide them through their
journey in protecting their businesses and driving the technical
outcomes that mean the most to our customers. Our Customer Success
managers and engineers are our customers' advocates, product
experts, and strategic advisors that help them operate and grow
their businesses securely. At Palo Alto Networks, we take a
proactive method to ensure customers achieve their required
outcomes with a product or a service, by providing tailored
guidance and support to organizations as they embark on their
journey. Our customer success teams are guiding the customer during
the product life cycle to increase license and feature adoption and
to gain maximum value from their investment.Our Network Security
team focuses on delivering support and services across our Next
Generation Firewall (NGFW), Secure Access Service Edge (SASE), and
Cloud-Delivered Security Services (CDSS) technologies.Your Career
As a Network Security Customer Success Manager, you are a critical
part of our customers' adoption of security integrations. You act
as their day-to-day contact for products in the Network Security
portfolio, establishing relationships with them in order to
understand security and business priorities, provide guidance, and
share operational best practices for their secure environments.
You'll manage our customers' services experience to ensure Palo
Alto Networks is exceeding their expectations. You'll guide for
quick and consistent adoption, accelerated integrations with new
cloud security products, and real-time support and strategy. You
have in-depth knowledge of indicators of success, leveraging data
and your analytical aptitudes to guide changes, updates, and
improvements.In this role, you will work closely with CISOs,
security architects, security engineers, and development operations
teams within mid-to-large enterprises and alongside the internal
account team, confidently presenting implementation plans to all
ranges of technical ability.Your Impact
- Lead client's product onboarding experience, adoption, and
expansion across a range of relationships
- Be the customers guide through the entire post-sales journey,
and advocate in influencing product roadmap and improvements
- Develop a strong partnership with and become a trusted advisor
to customer stakeholders, channel partners, and executive sponsors
to drive product adoption - consult them on when to consider
expanding their platform, adopt new features, how to reduce time to
value, upgrade software and/or hardware, and when to engage
additional Palo Alto Networks services
- Advise the customer on their platform adoption, their
deployment of best practices using tools such as the Best Practice
Assessment and partnering with Professional Services and Enablement
on delivering on some of the services like security optimization
and identifying training opportunities for their teams
- Coach customers on how to establish and implement their Network
Security change management, governance, the center of excellence
programs
- Identify and escalate risks and issues to the customer and
Support team to achieve client success
- Gain a deep understanding of typical business challenges faced
by our customers in order to appropriately map features in their
security environments, as well as provide proactive information,
guidance, and support
- Identify risks to customers subscription and service renewals
on an ongoing basis and collaborate with internal teams to
remediate client concerns and ensure renewal readiness
- Establish relationships with customer executive sponsors,
speaking on a frequent cadence to strengthen relationships while
uncovering new service and product opportunities for the account
team
- Monitor key performance metrics like customer satisfaction,
renewal rate, product upsell/cross-sell identification,
reference-ability, renewal likelihood, adoption, consumption, and
customer engagement - leverage these key metrics to build a
strategic plan to address negative changes in the metrics
- Proactively engage Customer Support and Engineering to monitor
and resolve complex technical issues
- Deliver Executive Business Reviews (Quarterly Services Review)
with the support and involvement of the Account Team
- Internal collaboration with other services
teamsQualificationsYour Experience
- Pre-sales, account management, customer success, consulting or
similar roles related to driving customer success and adoption,
along with client facing sales/services experience
- Experience working with Cloud platforms (Amazon Web Services,
Google Cloud Platform, Azure) or in cybersecurity
- Experience in or ability to work with technical support and/or
professional services within the high-tech industry
- Experience with a SaaS solutions company and/or an enterprise
software company
- Strong consulting and project management skills, with proven
results working as a reliable advisor to drive business value for
customers - Preferably holds Project Management or Service Delivery
qualifications such as PMP, PRINCE2, and ITIL
- Highly data-driven with a dedication to following the process,
ability to prioritize work within a demanding environment, and
consistently delivering results
- Ability to identify key customer stakeholders to engage and
build relationships without direct supervision
- Ability to influence teams across the organization to achieve
desired customer outcomes
- Passionate about driving and tracking a consistent engagement
process with all supported customers
- Ability to multi-task and work in a dynamic environment to
address emerging security risks and challenges
- Excellent written and verbal communication skills as well as
the ability to clearly articulate technical issues to both
technical and non-technical audiences and to explain the impact in
business terms
- Preferred Knowledge of Networking
- Knowledge of CyberSecurity Network Security is preferred
- Knowledge of heterogeneous environments used by enterprise
customers
- Positive, growth-oriented mindset
- Thrives in a matrixed, team environment anchored by our values
of Collaboration, Disruption, Execution, Inclusion, and
IntegrityAdditional InformationThe 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 on providing the best customer
support in the industry.Our CommitmentWe're trailblazers that dream
big, take risks, and challenge cybersecurity's status quo. It's
simple: we can't accomplish our mission without diverse teams
innovating, together.Palo Alto Networks is evolving and changing
the nature of work to meet the needs of our employees now and in
the future through FLEXWORK, our approach to how we work. From
benefits to learning, location to leadership, we've rethought and
recreated every aspect of the employee experience at Palo Alto
Networks. And because it FLEXes around each individual employee
based on their individual choices, employees are empowered to push
boundaries and help us all evolve, 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.Disclosure required by sb19-085
(8-5-20) of the minimum compensation (includes on-target earnings =
base + on target incentives for sales roles) for this role to be
located in the state of Colorado. If hired in Colorado, this
position starts at $115,600/yr. Depending on the position offered,
restricted stock units and incentive or bonus pay may be provided
as part of this compensation package. Additional benefits may be
found here.Covid-19 Vaccination Information for Palo Alto Networks
Jobs
- Vaccine requirements and disclosure obligations vary by
country.
- Unless applicable law requires otherwise, you must be
vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer
has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this
particular position based on your location or job requirements,
please inquire with the recruiter.
Keywords: Palo Alto Networks, Fort Lauderdale , Customer Success Manager- Network Security (Remote), Executive , Fort Lauderdale, Florida
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