Mgr, Scale and Optimize Engineering

Palo Alto Networks

1d•Remote

About The Position

Your Career This role is focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. Reporting to the Head of North America Customer Success for Prisma Access, in this role you will lead a team of Scale and Optimize Engineers, responsible for managing our enterprise customers. This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about! Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change? Your Impact Manage your team in driving key technical outcomes, achieving higher product adoption and being the single point of contact for all technical and product questions in their customer engagements Leading a team of Scale and Optimize Engineers - assisting the team in guiding customers on best practices and with key escalations for the portfolio of customers and providing hands on keyboard prescriptive guidance and technical support throughout the Scale and Optimize customer journey. Measure effectiveness of Scale and Optimize Engineers, ensuring the team delivers on Key Operational metrics, including Customer Health, feature adoption, Consumption, Reference-ability, Renewals Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives Attracting, hiring and retaining a group of Scale and Optimize Engineers contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle Work closely with Product and Engineering managers to drive new feature requests, feature enhancements and identify new opportunities for up-leveling the S&O team Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential Increase the lifetime value of the Customer through greater advocacy and reference-ability - serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success Engage broadly across the Customer organization from management through to C-Level/Influencer as required Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

Requirements

Relevant Bachelor’s degree or equivalent experience - preference for computer science or related background or equivalent military experience required
5+ years experience working in pre-sales, account management, customer success, technical consulting or similar roles related to driving customer success and adoption
Experience with cloud solutions like Google Cloud Platform, Microsoft Azure OR Amazon Web Services to drive adoption preferred
An enthusiastic and creative leader with the ability to inspire others
Ability to manage influence through persuasion, negotiation, and consensus building
Deep understanding of networking/security technologies and experience working with and implementing related solutions
Deep business operations expertise - has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferred
Ideally combined background of post-sales, sales, consulting services experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
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
Able to balance providing extraordinary service with the need to improve financial performance, and increase revenue and profits

Responsibilities

Manage your team in driving key technical outcomes, achieving higher product adoption and being the single point of contact for all technical and product questions in their customer engagements
Leading a team of Scale and Optimize Engineers - assisting the team in guiding customers on best practices and with key escalations for the portfolio of customers and providing hands on keyboard prescriptive guidance and technical support throughout the Scale and Optimize customer journey.
Measure effectiveness of Scale and Optimize Engineers, ensuring the team delivers on Key Operational metrics, including Customer Health, feature adoption, Consumption, Reference-ability, Renewals
Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
Attracting, hiring and retaining a group of Scale and Optimize Engineers contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
Work closely with Product and Engineering managers to drive new feature requests, feature enhancements and identify new opportunities for up-leveling the S&O team
Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
Increase the lifetime value of the Customer through greater advocacy and reference-ability - serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
Engage broadly across the Customer organization from management through to C-Level/Influencer as required
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)