Mgr, Cortex Cloud Premium Success

Palo Alto Networks

12d•Remote

About The Position

The Sr. Manager of Customer Success Engineering is responsible for building and setting the strategic direction for the Cortex and Prisma Cloud Customer Success 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
Passion for building teams with vibrant culture
Experience working with customer success platforms and working cross functionally with other GTM organizations like Sales, Sales Operations, Engineering, Product Management and Professional Services
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 principals, 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
Understanding of DevSecOps and Shift Left
Travel up to 25%
Bachelor's degree or equivalent or equivalent military experience required

Responsibilities

Drive customer success strategies to help customers achieve adoption and expertise with 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 Customer Success and services teams in Palo Alto Networks
Evolve and optimize customer journey including onboarding, implementation, growth strategy, and methodology
Set performance targets for the Customer Success 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 trusted advisor
Build out customer health monitoring and reporting
Manage line level managers and more tenured employees on the team