Mgr, Customer Success Engineering

Overview

Lead a team of Scale and Optimize Engineers responsible for managing enterprise customers, driving technology adoption and renewals, improving product value, and delivering customer and business outcomes for Prisma Access.

What you'll do

• Manage your team in driving key technical outcomes, achieving higher product adoption, and serving as the single point of contact for technical and product questions in customer engagements.
• Lead Scale and Optimize Engineers in guiding customers on best practices, handling key escalations, and providing hands-on-keyboard prescriptive guidance and technical support throughout the Scale and Optimize customer journey.
• Measure the effectiveness of Scale and Optimize Engineers and ensure delivery against Customer Health, feature adoption, Consumption, Reference-ability, and Renewals metrics.
• Ensure customers maximize return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.
• Attract, hire, and retain Scale and Optimize Engineers, ensure rapid onboarding for new team members, and foster collaboration within internal teams and across the customer lifecycle.
• Work with Product and Engineering managers to drive feature requests, feature enhancements, and opportunities for up-leveling the Scale and Optimize team.
• Work with Sales representatives and Renewals managers to identify new opportunities and upsell potential.
• Increase customer lifetime value through greater advocacy and reference-ability, serving as a customer advocate in the evolution of products and platform functionality.
• Engage broadly across the Customer organization from management through C-level stakeholders and influencers as required.
• Capture and convey customer feedback internally to enable ongoing improvement of products and services.
• Assess interactions with top customers, including product performance, depth and breadth of usage, and Support experience.

What you'll need

• 5+ years of experience in pre-sales, account management, customer success, technical consulting, or similar roles related to driving customer success and adoption.
• An enthusiastic and creative leadership style with the ability to inspire others.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Deep understanding of networking and security technologies and experience working with and implementing related solutions.
• Deep business operations expertise, including solid experience with SFDC and Gainsight and the ability to create reports and dashboards.
• Strong empathy for customers and passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• An analytical and process-driven mindset.
• Demonstrated desire for continuous learning and improvement.
• Excellent communication and presentation skills.
• Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels to garner support.
• Demonstrated success at skillful negotiation and strategy implementation.
• Ability to balance extraordinary service with improving financial performance and increasing revenue and profits.
• Relevant Bachelor’s degree or equivalent experience, with equivalent military experience accepted; preference for a computer science or related background.

Nice to have

• Experience with cloud solutions such as Google Cloud Platform, Microsoft Azure, or Amazon Web Services to drive adoption.
• Ideally, a combined background in post-sales, sales, and consulting services experience.
• Deep business operations expertise with SFDC, Gainsight, and creating reports and dashboards is highly preferred.

Details

• Remote role in the USA, Texas.
• Immigration sponsorship is not available for this role.