Global Scale – Senior Customer Success Manager Emea – CQ431

Job Description

Your Career
This role is focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. In this role you will manage pooled accounts as Senior Customer Success Manager. This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about. Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change? As as Senior Customer Success Manager in Global Scale Team (Network Security) you will help guide a team responsible for day-to-day contact with a subset of our customers to help ensure the adoption of best practices for secure environments. You’ll coach the team to enable quick and consistent adoption, accelerated integrations with new security products, and real-time support and strategy. You’ll also be comfortable engaging directly with customers and rolling up your sleeves to get the job done. You bring out the best in people to ensure the success of the team, our business and our customers.

Your Impact
– Serve as a central point of contact for some of our customers
– Develop an understanding of account strategies and our customers’ security and business priorities
– Manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results
– Enhance customer satisfaction through effective communication and engagement
– Coach and help develop a team of Customer Success Managers
– Manage the team day-to-day to ensure execution of contract terms and conditions
– Drive measurable outcomes in Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
– Collaborate to ensure on-time and smooth delivery of customer projects
– Preempt and address customer issues and concerns, involving other members of the PANW team as appropriate
– Cultivate strong relationships with our customers in your region through professional services and customer success engagement

Qualifications
Your Experience
– Demonstrated experience in roles driving customer success and technology adoption
– Understanding of SaaS solutions and/or enterprise software; cybersecurity experience preferred
– Ability to lead, motivate and help prioritize competing priorities among the team
– Strong consulting and project management skills, with proven results working as a data-driven customer advisor
– Passionate about coaching and developing people
– Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
– Positive, growth-oriented mindset
– Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

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