Enterprise Customer Success Manager

Palo Alto Networks•Madison, WI

9d•Remote

About The Position

As an Enterprise Customer Success Manager at Palo Alto Networks, you will use your skillset to build key relationships, working closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best- in- class Access and Identity products from IDIRA. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from IDIRA products, Perpetual or Subscription, on-premises or cloud. Your results will be increased customer satisfaction, value, retention, and expansion of the IDIRA security footprint.

Requirements

5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles.
Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences.
Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape
Solid understanding of concepts and the development of security roles within organizations
Practical experience with enterprise Directory services (Active Directory, LDAP, Azure etc.) including support and security operations.
Fundamental technological knowledge of networking environments
Experience installing and supporting enterprise software on Windows and UNIX platforms.

Nice To Haves

Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired.
Prior experience with IDIRA Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions -especially in the IAM and SIEM space.

Responsibilities

Own and drive onboarding, adoption, and advocacy across a portfolio of customers.
Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives.
Design and execute a value roadmap for each customer in your portfolio.
Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer.
Conduct Quarterly business reviews to ensure successful outcomes from IDIRA solutions.
Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services.
Partner with IDIRA Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of IDIRA across organizational functions, and build contract renewal, upsell, and cross-sell opportunities.
Define success plans for at-risk customers and execute them in collaboration with a functional team.
Act as the voice of the customer internally to advocate for customers’ needs.
Leverage internal tools, including Gainsight, to archive customer activity and other key data points.
Identify and communicate areas for improvement in customer experience including both product and process.