Manager, Customer Experience at Palo Alto Networks

Your CareerWe 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 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 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 youll 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 ImpactCustomer escalation management triage prioritize issues negotiate customer priorities and manage expectationsDevelop strong relationships with our sales team customers partners and internal teams (TAC Product Management Engineering)Build and lead a team of Customer Success EngineersDrive performance metrics - CSAT renewal rate upsell/cross-sell identification reference-ability adoption consumption and customer engagementEnsure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectivesAssist customers in implementing custom integrations and workflows into their SOCDirectly support customer requests coordinate and prioritize timely resolutionsDevelop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needsServe as a customer advocate in influencing product roadmap and improvementsEnsure that engineers have the resources and processes necessary to confirm success and sustained performance through release cyclesDeliver guidance and direction to the team supporting goals and objectives maximize engineer opportunity to exceed targetsDirectly provide appropriate technical and soft skills training along with mentoringEnsure that consistent and standard onboarding training programs are used and delivered effectivelySet team and individual goals in-line with overall organizational goalsQualifications : Your Experience 8 years of experience in Customer Success Engineering Services Delivery Professional Services or Consulting3 years of experience in people management roleStrong 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 depthTechnical experience in networking or cyber security IndustriesPublic cloud experience is a plusConsistent success working with customer escalations - assessing and communicating customer expectations and negotiating resolutionsMust be able to travel up to 30%Additional Information : The TeamOur 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 CommitmentWere 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.Remote Work : YesEmployment Type : Full-time Key Skills Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance Experience: years Vacancy: 1