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Senior Customer Success Manager

hace 3 meses

Madrid, Madrid, España Palo Alto Networks A tiempo completo
Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We're changing the nature of work.

Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.

From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.

And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.


Job Description:

Your Career


As a Senior Network Security Customer Success Manager, you are a critical part of our customers' adoption of security integrations.

You act as their day-to-day contact for products in the Network Security portfolio, establishing relationships with them in order to understand security and business priorities, provide guidance, and share operational best practices for their secure environments.

You'll manage our customers' services experience to ensure Palo Alto Networks is exceeding their expectations. You'll guide for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy.

You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements.


In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.


Your Impact

  • Lead client's product onboarding experience, adoption, and expansion across a range of relationships
  • Be the customers' guide through the entire postsales journey, and advocate in influencing product roadmap and improvements
  • Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption consult them on when to consider expanding their platform, adopt new features, how to reduce time to value, upgrade software and/or hardware, and when to engage additional Palo Alto Networks services
  • Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams
  • Coach customers on how to establish and implement their Network Security change management, governance, the center of excellence programs
  • Identify and escalate risks and issues to the customer and Support team to achieve client success
  • Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support
  • Identify risks to customers' subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness
  • Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team
  • Monitor key performance metrics like customer satisfaction, renewal rate, product upsell/crosssell identification, referenceability, renewal likelihood, adoption, consumption, and customer engagement leverage these key metrics to build a strategic plan to address negative changes in the metrics
  • Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues
  • Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team
  • Internal collaboration with other services teams

Qualifications:

Your Experience

  • Fluent German and English are a musthave
  • Presales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales/services experience
  • Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity
  • Experience in or ability to work with technical support and/or professional services within the hightech industry