Sr. Product Manager, IT Customer Experience

Palo Alto Networks • Santa Clara, CA

3d • $141,000 - $229,000 • Onsite

About The Position

As a Senior Product Manager for IT Customer Experience, you will be instrumental in defining and driving the product strategy and roadmap for Palo Alto Networks' end-to-end customer journey within IT. Your focus will be on enhancing critical customer touch points related to licensing, onboarding, account management, and support, ensuring a seamless, efficient, and positive experience for our customers.

Requirements

• 5+ years of product management experience, with a strong focus on customer-facing products or platforms.
• Proven experience in managing customer licensing and entitlement systems, including entitlement lifecycle management and order processing.
• Demonstrated success in improving customer onboarding processes, such as product activation and initial setup.
• Expertise in customer account management and understanding of customer journey mapping, including providing a 360-degree view of customer information.
• Experience with customer support processes and tools, including case management systems.

Nice To Haves

• Experience with enterprise case creation and management platforms, including integration with systems like Salesforce.com.
• Familiarity with Customer Success platforms (e.g., Gainsight) to manage customer journeys and outcomes.
• Strong analytical skills with the ability to define and track product metrics and KPIs.
• Excellent communication, collaboration, and stakeholder management skills.

Responsibilities

• Lead the product lifecycle from ideation to launch and continuous improvement for customer-facing IT products and services.
• Define and manage the product roadmap for customer licensing and entitlement management, ensuring accurate and reliable data for customers and internal teams. This includes managing the creation, update, extension, and overall management of product entitlements from inception to expiration.
• Drive initiatives to optimize the customer onboarding experience, including device registration, activation, and initial support entitlement setup within platforms like the Customer Support Portal.
• Enhance customer account management capabilities, providing a comprehensive view of customer information, product usage, and health. This involves linking entitlements to customer accounts and Customer Support Portal (CSP) relationships.
• Oversee the development and improvement of customer support tools and processes, including the ability for customers to open, track, and escalate support cases online in real-time within the Customer Support Portal.
• Collaborate with cross-functional teams (Engineering, Support, Sales, CX) to gather requirements, define user stories, and ensure successful product delivery.
• Utilize data-driven insights from dashboards and customer health metrics to identify pain points and opportunities for improvement in the customer journey.
• Act as a subject matter expert for customer experience within IT, advocating for customer needs and driving solutions that align with business objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees