Client Success Operations Manager

2 weeks ago

Santa Clara California, United States Palo Alto Networks Full time
Job Overview

The Client Success Operations Manager (CSOM) serves as a critical link between Clients, Sales, Customer Success, and the Services & Support divisions.

Key Responsibilities:
  • Oversee the delivery of Support and Service components to designated strategic accounts within the Enterprise and Mid Market sectors, ensuring alignment with Client expectations and security requirements.
  • Collaborate closely with Systems Engineering Leadership, Customer Support, and Professional Services teams to create and implement success strategies for the service and support elements necessary for ensuring client security.
  • Co-develop, document, and execute the Global Customer Services components of the client account strategy, including a resource allocation plan that aligns with financial performance objectives.
  • Manage the delivery of Palo Alto Networks products and services while engaging with client stakeholders to identify business needs and align our solutions accordingly.
  • Provide leadership and guidance to the delivery team supporting your clients and all ongoing projects, ensuring employee development, full utilization, and achievement of business objectives.
  • Work in tandem with sales to maintain high Customer Satisfaction (CSAT) and foster strong, trustworthy relationships with clients in your area of responsibility to guarantee client success and referenceability.

Responsibilities Include:
  • Ensuring all relevant services are effectively positioned and delivered to clients to meet financial targets (SA, revenue, and P&L) while achieving high levels of customer satisfaction through successful product implementation and network operations.
  • Building relationships with Palo Alto Networks product management, services, support, and engineering teams to ensure alignment between client requirements and product development.
  • Creating and maintaining a program dashboard to provide regular updates (weekly/monthly/quarterly) to all key stakeholders throughout the engagement lifecycle.
  • Offering strategic direction and insights for the technical development of assigned team members to ensure successful service deployment.
  • Acting as the primary point of contact for service performance across all Palo Alto Networks products and projects for assigned accounts.
  • Engaging with partners to provide strategic guidance and input for the development of their teams, product offerings, and overall technical advancement.

Collaboration with Sales Team:
  • Ensure clarity and understanding of client technical requirements within the team.
  • Drive new business opportunities by leveraging Professional Services capabilities and offerings.
  • Guarantee the success of all client engagements.
  • Provide updates to the Client, Account Team, and Services leadership on all significant activities, issues, escalations, etc.
  • Contribute to the technical evolution of Professional Services product offerings.
  • Assist in the development of process improvement initiatives.

Note: This position requires over 30% travel.

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