Sr Manager, Network Security Customer Success

Company Description

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.

We’re changing the nature of work. Palo Alto Networks is evolving 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.

**Job Description**:
As a Senior Manager, Customer Success, you are a critical part of our customers’ adoption of security integrations. You will act as their day-to-day contact as required, establishing relationships with them to ensure best practices for their secure environments. 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, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

**Your Impact**
- Be a leader in the Customer Success organization based in APAC theatre (region)
- Ensure that the team members are properly on-boarded and ramped-up using the resources in the company
- Partner with the Customer Support, Professional Services, Sales and Systems Engineering teams to drive the best outcomes for the customers
- Oversee Customer Success engagements and ensure quality and timely deliverables across the APAC theater
- Build strong relationships with senior Customer stakeholders
- Serve as an in-region escalation point for customers as needed
- Own and deliver on key Customer Success metrics including CSAT, Reference ability, Renewal likelihood, Adoption, Consumption, Customer Engagement, etc.
- Plan and execute regular and appropriate strategically-focused Executive Business Reviews and Quarterly Business Reviews etc. alongside the Sales, Executive and other teams
- Track health of accounts in the region and, where appropriate, work with the team to implement formal improvement plans
- Assist in CS practice development and other process definition or improvements

**Qualifications**:

- BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
- Minimum 5 years management/leadership experience in Customer Success or Client Services
- Experience building high performing teams - from talent identification to interviewing, ramping-up and driving deliverables
- In-depth understanding of Customer Success function, goals and objectives
- Experience owning and successfully delivering on CS metrics including Customer Satisfaction, Adoption, Reference ability, etc.
- Experience with SaaS/Cloud or Networking or similar business
- Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
- Able to understand large enterprise Cloud, IT and security concepts
- Consultative mindset combined with project based execution approach
- Proven ability to build strong relationships with Senior and Exec level customer stakeholders Ability to multi-task and work in a fast-paced and evolving environment
- Flexibility to travel as required (depending on customer location and stage of customer engagement)

Additional Information

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.

**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.