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Client Success Operations Manager

2 months ago

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

Position Overview

The Customer Fulfillment Manager (CFM) plays a pivotal role in bridging the gap between Customers, Sales, Customer Success, and Services & Support teams. The primary focus is on ensuring the effective delivery of Support and Service components to designated strategic accounts within the Enterprise and Mid Market sectors, aligning with the Customers' expectations and security requirements.

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

Key Responsibilities:

  • Guarantee that all necessary services are positioned and delivered to meet financial targets (SA, revenue, and P&L) while achieving high levels of customer satisfaction through successful product deployment and network operations.
  • Establish and nurture relationships with Palo Alto Networks product management, services, support, and engineering teams to ensure alignment of customer needs with product development.
  • Create and maintain a program dashboard, providing regular status updates to all key stakeholders throughout the engagement lifecycle.
  • Offer strategic guidance and input to the technical development of assigned team members to ensure successful service deployment.
  • Act as the primary contact for service performance regarding all Palo Alto Networks products and projects across all service and support dimensions for assigned accounts.
  • Collaborate with partners to provide strategic direction and input for the development of their teams, product offerings, and overall technical advancement.
  • Work closely with the Sales team to:
    • Ensure clarity and understanding of customer technical requirements within the team.
    • Drive new business opportunities by leveraging Professional Services capabilities and offerings.
    • Ensure the success of all customer engagements.
  • Communicate status updates to the Customer, Account Team, and Services leadership on all significant activities, issues, escalations, etc.
  • Contribute to the technical development of Professional Services product offerings.
  • Assist in the formulation of process improvement initiatives.
  • Willingness to travel 30% or more is required.

Qualifications:

Experience:

  • Proficient in CRM (workflow systems).
  • A minimum of 5 years in project management/service delivery management or related fields.
  • Experience in account management is advantageous.
  • Proven success in delivering projects within established timelines under pressure.
  • Skilled in project and program management, capable of managing complex and concurrent projects.
  • Decisive and able to make prompt decisions to resolve issues and overcome obstacles hindering delivery.
  • Ability to collaborate with other departments and contractors to achieve objectives.
  • Strong customer management skills, demonstrating tact, resolve, and a commitment to excellent customer service.
  • Competence in delivering technical presentations.
  • Ability to interface regularly with customer executive-level management.
  • Results-oriented, with the ability to plan and organize work to meet objectives and targets.
  • Maintain comprehensive knowledge of product and service offerings.

Required:

  • 5+ years of experience in building Internet security solutions for enterprise clients.
  • Strong technical expertise in Internet security concepts and product implementations.
  • 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 Technology.
  • Security certifications like CISSP or others.

Education:

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

Our Commitment

Palo Alto Networks is dedicated to fostering an inclusive environment where diverse teams can innovate together. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, and we celebrate diversity in our workplace.