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Customer Success Specialist

2 months ago

Plano Texas, United States Palo Alto Networks Full time
About the Role

We are seeking a highly skilled Customer Success Engineer to join our Secure Access Service Edge (SASE) Customer Success organization. As a key member of our team, you will work closely with customers to ensure they get the most out of our products and solutions.

Key Responsibilities
  • Technical Expertise: Provide deep product-level technical expertise in deployment, software upgrades, optimization, new versions/features, product advisories, and hardware and software lifecycle.
  • Customer Advocacy: Gain a deep understanding of typical business challenges faced by our customers and serve as a customer advocate driving product adoption through upgrade planning, best practice assessments, and security posture improvement to solve these challenges.
  • Training and Support: Develop and deliver customized training sessions and workshops to educate customers on the functionalities and capabilities of our SASE products to solve technical needs.
  • Customer Support: Serve as the primary point of contact for customers' technical inquiries, troubleshooting issues, and promptly resolving challenges.
  • Feedback and Improvement: Gather customer feedback regarding product usability, features, and enhancements, and be the customer's voice to relay this information to the product development team to drive continuous product improvement.
  • Collaboration and Partnership: Collaborate with customers, provide hands-on assistance in deploying new features, and ensure smooth integration of SASE products customers have purchased into their infrastructure.
  • Account Management: Partner with account teams to deliver high-visibility, high-touch delivery strategy, technical account plan deployments, and product-level success plans.
  • Complex Situation Management: Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering, ensuring the customer and internal stakeholders have the information required to make decisions and to act to address customer needs.
  • Knowledge Sharing: Participate in hiring, onboarding, and mentoring of new team members, create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist customers in self-service and problem resolution, and share knowledge and best practices with fellow employees.
About Palo Alto Networks

Palo Alto Networks is a leading provider of cybersecurity solutions, dedicated to helping organizations protect their digital assets and prevent cyber threats. Our SASE Customer Success organization is a key part of our business, and we are seeking a highly skilled Customer Success Engineer to join our team.