Customer Success Operations Manager

2 weeks ago

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

Position Overview

The Customer Fulfillment Manager (CFM) acts as a crucial link between Clients, Sales, Customer Success, and Service & Support divisions. The primary focus is on delivering Support and Service components to designated strategic accounts within the Enterprise and Mid-Market sectors, ensuring alignment with Client expectations and security requirements.

In this capacity, you will collaborate closely with Systems Engineering Leadership, Customer Support, and the Professional Services team to formulate and implement success strategies for the service and support elements essential for maintaining customer security. You will be accountable for co-developing, documenting, and executing the Global Customer Services components of the customer account strategy, which includes a resource allocation plan that aligns with financial performance objectives.

Key Responsibilities:

  • Guarantee that all relevant services are positioned and delivered to clients to meet financial objectives (SA, revenue, and P&L) while achieving high levels of customer satisfaction through effective product deployment and network operations.
  • Build and maintain relationships with Palo Alto Networks product management, services, support, and engineering teams to ensure customer requirements are integrated into product development.
  • Develop and manage a program dashboard, providing regular updates (weekly/monthly/quarterly) to all key stakeholders throughout the engagement lifecycle.
  • Offer strategic guidance and input to the technical development of team members to ensure successful service deployment.
  • Act as the primary contact for service performance across all Palo Alto Networks products and projects for assigned accounts.
  • Collaborate with partners to provide strategic direction and input for their teams, product offerings, and overall technical growth.
  • Work alongside the Sales team to:
    • Ensure clarity of customer technical requirements to the team.
    • Drive new business opportunities through Professional Services capabilities.
    • Ensure the success of all customer engagements.
  • Communicate status updates to the Customer, Account Team, and Services leadership regarding major activities, issues, and escalations.
  • Contribute to the technical development of Professional Services product offerings.
  • Assist in the creation of process improvement initiatives.
  • Willingness to travel 30% or more is required.

Qualifications

Experience:

  • Proficient in CRM systems (workflow management).
  • Minimum of 5 years in project management/service delivery management or related fields.
  • Experience in account management is a plus.
  • Proven ability to deliver projects within set timelines under pressure.
  • Skilled in managing complex projects, including multiple concurrent initiatives.
  • Decisive and able to utilize initiative for quick problem resolution.
  • Ability to collaborate with various departments and contractors to meet objectives.
  • Strong customer management skills, demonstrating tact and commitment to excellent service.
  • Competent in delivering technical presentations.
  • Experience interfacing with executive-level management regularly.
  • Proven ability to plan and organize effectively to achieve targets.
  • Maintain comprehensive knowledge of product and service offerings.

Required:

  • 5+ years of experience in developing Internet security solutions for enterprise clients.
  • Strong technical expertise in Internet security concepts and products.
  • Demonstrated leadership and team-building skills.
  • Excellent written and verbal communication abilities.

Desired:

  • Hands-on experience with technologies such as Routing, Switching, VPNs, LANs, WANs, IPsec, and Encryption.
  • Security certifications like CISSP or equivalent.

Education:

  • Required: Bachelor’s degree in a relevant field (EE, CE, IT, etc.).
  • Desired: Master’s degree (MBA or Master of Engineering).

Our Commitment

Palo Alto Networks is dedicated to fostering a diverse workplace where innovation thrives. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. We celebrate diversity and ensure that all qualified applicants receive consideration for employment without regard to any legally protected characteristics.

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