Manager, Customer Success Engineering
2 months ago
Company 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 flexibility 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 personalization and 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 three days per week, leaving two days for choice and flexibility to work where you feel most effective. 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 and thrive, together
Job Description
Your Career
Our customer success team is critical to our success and mission. As leading this team, you enable our Customer Success Architect to provide support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in building and implementing the team and processes, implementing new products, transitioning from old products to new – in fact, you’ll lead the team that ensures our customers are getting value from the product they purchased. We identify technical requirements, provide guidance and assistance and drive our customers to success.
Leading the Cortex Scale Customer Success Architects that are responsible for empowering our clients to
prevent successful cyberattacks as well as simplify and strengthen security processes, automate and streamline security operations and attack surface management, the team is built by highly technical professionals that work together with customers, partners, and their awesome colleagues. Without these ninjas, we will fail. And failure is not an option
Your Impact
Manage a strong group of professionals, leading the team both from personal growth and Customer Success Activities
Team Growth - hire top talent across NAM, EMEA and JAPAC regions, onboard and train architects to become the leading consultants for our products
Time to value - Provide guidance and assistance to the team to enable effective customer deployment of their XDR platform throughout the customer lifecycle to ensure quick and successful product deployment and adoption
Product Experts - Ensure the team acts as the product SME, assisting customers with their product questions and technical requirements, troubleshooting, training and other technical requests
Collaboration - working together with cross functional, Support, Sales, PS, Product and RND teams ensuring our customers and partners get the most out of our products
Digital First - Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale
Qualifications
Your Experience
Experience as a Security Incident Responder or SOC analyst/manager
Proven experience and deep knowledge
of Cortex XDR is a requirement
Experienced with Technologies such as EDR and their ecosystems
Familiarity with cloud technologies, providers (such as GCP, AWS, Azure)
Familiarity with attack surface management surface is a plus
Experience in customer-facing roles is a must
Ability to work under pressure, and prioritize tasks accordingly
Fluent English is a requirement - Any other language is a plus
Bachelor's degree or equivalent military experience required
Ninja uniform is a plus
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 customers after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves.
As threats and technology change, we stay in step to accomplish our mission.
The Customer Success mission is to “guide the customer” with their product journey to help increase license and feature
adoption to gain maximum value from their investment.
Customer Success extends a client’s capacity to reach maximum operational efficiency. We guide customers in adopting best practices to take advantage of their investment, with a pointed focus on providing the best customer support in the industry.
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/com-missioned roles) is expected to be between$141,400/yr to $228,700/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be foundhere.
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