Sr. Product Manager, Global Customer Support

2 months ago

Santa Clara, United States Palo Alto Networks Full time
Job DescriptionJob DescriptionCompany Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. 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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together

Job Description

Your Career

As a Sr. Product Manager for Global Customer Support in IT, you will be instrumental in evolving our Customer support portal (CSP) for customer asset and licensing engagement. The CSP is our single point of engagement for our customers to manage their portfolio with PAN, this includes  licenses, accounts, access and coverage/usage. You will be responsible for innovating and building infrastructure that is critical to the success of our CSP cloud-based offerings. You’ll play a key role in disrupting the security industry and fundamentally changing how customers seamlessly access our  security technology, resulting in a more secure digital environment.

In addition to your own creativity, you will rely on interaction with customers and partners to understand the requirements and needs that they face in their environments on a day-to-day basis. You’ll deliver product functionality for service providers that matches the level of innovation found throughout our organization. You think about products differently, facing difficult challenges, and innovating solutions never created before. You will be involved through all stages of the life cycle: conception, definition, development, release, and post-release activities.

Your Impact

  • Collaborating  with Product, GCS operations, strategy, and IT teams to build product-related sales and marketing materials - enthusiastically endorse the products and product strategy both internally and externally
  • Define and deliver critical components of our infrastructure
  • Work closely with all cross-functional teams to build and deliver CSP  services
  • Understand and write product requirements for CSP in coordination with peer product managers 
  • Understand how all our security products work and identify what is needed for them to be successful in the cloud environment
  • Develop creative features in support of a product strategy to address emerging needs 
  • Develop product roadmaps and services for supporting evolving PAN product and customer needs
  • Market and customer analysis, requirements development, business case, collateral, pricing, product strategy, and product positioning
  • Able to effectively communicate with all invested areas of the organization, from engineering to sales 
  • Willingness to travel to further customer engagement and relationship development 
  • Anticipates future needs and works to get ahead of potential client needs or requirements
  • Feature prioritization and tradeoff decision-making
Qualifications

Your Experience

  • Domain expertise in IT, customer support, and license and activation
  • Hands-on nature with a strong interest in technology products
  • Strong initiative and ability to work independently with limited direction
  • Experience in IT Product Management 
  • Minimum 8+ years of product management or equivalent experience
  • Previous experience in ownership of full product life 
  • Deep technical competence in product development, cloud environments or cybersecurity to provide oversight for requirements in their area to meet customer needs
  • Significant experience building and launching products/services for service providers
  • Excellent written and verbal communication skills


Additional Information

The Team

Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. You’ll join the brightest minds in technology, creating, building, and supporting tools and enabling our global teams on the front line of defense against cyberattacks.

We’re connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.

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 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.

All your information will be kept confidential according to EEO guidelines.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $138,100/yr to $224,400/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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