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Manager, Customer Experience
Há 2 dias
Our Mission
At Palo Alto Networks, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job Description
Job Summary
As the Manager for the Customer Success Engineering (CSE) team, you will be responsible for leading a team dedicated to enabling customer success with Palo Alto Networks' product portfolio. You will drive the team's performance by leveraging data and analytics to guide improvements and ensure customers maximize their return on investment. This role requires close collaboration with customer CISOs, security architects, and operations teams, demanding confident presentation and leadership skills to navigate a high-growth, dynamic business environment.
Key Responsibilities
- Build, lead, and mentor a high-performing team of Customer Success Engineers, setting clear goals and fostering professional development to ensure sustained performance.
- Drive key performance metrics including CSAT, renewal rates, and customer engagement, using data to guide strategic improvements.
- Manage customer escalations by triaging issues, prioritizing resolutions, negotiating customer priorities, and managing expectations effectively.
- Proactively collaborate and build strong relationships with Sales, customers, partners, and internal teams (TAC, Product Management, Engineering) to ensure alignment and accomplish shared objectives.
- Ensure customers maximize their ROI by guiding the implementation and operationalization of Palo Alto Networks solutions to achieve their business objectives.
- Serve as a customer advocate, influencing the product roadmap and improvements by communicating business challenges and needs gathered from clients.
- Assist customers in implementing custom integrations and workflows into their Security Operations Center (SOC).
- Deliver clear guidance and direction to the team, providing the necessary training, resources, and mentoring to support goal achievement.
Required Qualifications
Qualifications (Additional Job Description)
- Bachelor's degree with 8 years of related experience, or Master's degree with 6 years of related experience, or PhD with 3 years of related experience, or equivalent military experience.
- Minimum of 3 years of experience in a people management role within a technical environment.
- Extensive experience in customer-facing roles such as Customer Success, Professional Services, Consulting, or technical support.
- Strong technical background in networking or cybersecurity industries.
- Demonstrated success in managing customer escalations, including assessing situations, communicating expectations, and negotiating resolutions.
Preferred Qualifications
- Proven consulting and project management skills, with experience working as a trusted advisor to drive business value for customers.
- Experience with public cloud platforms (e.g., AWS, Azure, GCP).
- Ability to travel up to 30% to meet with customers and internal teams.
Our Commitment
We'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.
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 .
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.
