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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) acts as a vital link among Customers, Sales, Customer Success, and Services & Support teams. The primary focus is on delivering exceptional Support and Service elements to designated strategic accounts within the Enterprise and Mid Market sectors, ensuring alignment with Customer expectations and security requirements.

In this role, 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 components essential for maintaining customer security. You will also be responsible for 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:

  • Ensure the delivery of all necessary services to meet financial targets (SA, revenue, and P&L) while achieving high levels of customer satisfaction through effective product deployment and network operations.
  • Establish and nurture relationships with Palo Alto Networks product management, services, support, and engineering teams to ensure customer requirements are met and integrated into product development.
  • Create and maintain a comprehensive program dashboard, providing regular status updates to all key stakeholders throughout the engagement lifecycle.
  • Offer strategic guidance and insights to the technical development of team members to facilitate 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 contribute to the development of their teams, product offerings, and overall technical expertise.
  • Work alongside the Sales team to:
    • Ensure clarity and understanding of customer technical requirements among team members.
    • Drive new business opportunities by leveraging Professional Services capabilities and offerings.
    • Guarantee 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 formulation of process improvement initiatives.
  • Willingness to travel 30% or more is required.

Qualifications:

Experience:

  • Proficiency 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.
  • Ability to manage complex projects, including multiple concurrent initiatives.
  • Decisive and capable of making quick decisions to resolve issues and overcome delivery obstacles.
  • Strong partnership skills with other departments and contractors to achieve objectives.
  • Exceptional customer management skills, demonstrating tact and commitment to excellent service.
  • Competence in delivering technical presentations.
  • Experience interfacing with customer executive-level management regularly.
  • Proven ability to plan and organize work to achieve objectives and targets.
  • In-depth knowledge of product and service offerings.

Required:

  • 5+ years of experience in building Internet security solutions for enterprise customers.
  • Strong technical understanding of Internet security concepts and related 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 Technology.
  • Security certifications like CISSP or equivalent.

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 a diverse and inclusive workplace. We believe that diverse teams drive innovation and success. We are an equal opportunity employer and celebrate diversity in our workforce.

All information will be kept confidential according to EEO guidelines.