[Hiring] Manager, Customer Success Engineering @Palo Alto Networks

Role Description

The Manager, Cortex Cloud Consulting Services, is responsible for building and setting the strategic direction for the Cortex and Prisma Cloud Technical Services organization in North America. This includes driving innovation, optimization, and platform and services adoption across the commercial ecosystem with a focus for renewals and product expansion. You support technical deployments with customer journeys that span the Cortex and Prisma Cloud portfolio, and serve as a point of escalation for the Cortex and Prisma Cloud portfolio of customers. A key focus of this role is on people management, career growth, and team culture development.

Your Impact

• Drive customer success strategies to help customers achieve adoption and expertise with the platform and technology, including:
• Develop and drive the deployment and adoption strategy for the Cortex and Prisma Cloud organization, in collaboration with the broader ecosystem of Technical Services teams in Palo Alto Networks.
• Evolve and optimize the customer journey, including onboarding, implementation, growth strategy, and methodology.
• Set performance targets for the Technical Services organization based on deployment, adoption, and consumption of our products.
• Oversee the creation of enablement and skill set development for the teams.
• Develop the Cortex and Prisma Cloud Services roadmap.
• Collaborate heavily with Support, Sales, and Product Management functions.
• Establish the Customer Success Manager/Engineer role as a trusted advisor.
• Build out customer health monitoring and reporting.
• Manage line-level managers and more tenured employees on the team.

Qualifications

• 5+ years of professional services and customer escalations experience, with at least 3+ years in a management role.
• Go-To-Market & Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships.
• Demonstrated ability to lead development of best-in-class deployment & adoption methodology, with a track record of driving renewals & product expansion.
• Experience working with professional services platforms and working cross-functionally with other GTM organizations like Sales, Sales Operations, Engineering, and Product Management.
• Skilled in customer escalations with experience in account management and project management.
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
• Strong understanding of security principles, vulnerability management, and industry best practices.
• Practical experience with public cloud platforms, preferably Azure, Google Cloud, and AWS.
• Expertise with container technologies, such as Docker.
• Experience with CI/CD tools, examples include Jenkins, Github Actions, or Gitlab.
• Expertise in software development, including but not limited to automated testing, version control, and OOP.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

• We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].
• Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
• All your information will be kept confidential according to EEO guidelines.