Manager Network Security Customer Success Engineering

Your Career

We are looking for a Manager for our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our awardwinning SASE 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 indepth 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 midtolarge enterprises so youll need to feel confident presenting implementation plans to all ranges of technical ability.

Reporting to the EMEAL Sr Manager Customer Success for the SASE business in this role you will lead a team of high performance Customer Success Engineers distributed across EMEA and 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/crosssell identification referenceability 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 inline with overall organizational goals

Qualifications :

Your Experience 

• 10 years of experience in Customer Success Engineering Services Delivery Professional Services or Consulting
• 1 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 nontechnical 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
• Flexibility for 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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Youll 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 youll 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

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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.