Mgr, Customer Success Engineering

Palo Alto Networks•Austin, TX

4d•Remote

About The Position

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary 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 focused on people management, career growth, and team culture development.

Requirements

5+ years of professional services and customer escalations experience, with 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 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

Responsibilities

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