Customer Success Architect Cortex Xpanse

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 part of the Cortex organization, Xpanse protects the world’s most important organizations by discovering risks on the Internet no one else can find. Xpanse helps the world’s largest enterprises discover their attack surface and mitigate cyber risks. Our transformative technology is redefining the way that Fortune 500s view, measure, and invest in Internet safety.

As a Customer Success Architect, you will think critically about customer problems and ask the questions that help us better understand their technical ecosystem to guide them through the Xpanse product journey. On a day-to-day basis, you may troubleshoot with customers, review and analyze SOC ecosystems to proactively identify integration opportunities, collect user feedback about product features, and advocate internally for your customers. As an integral part of the Cortex Xpanse Customer Success team, you will also collaborate with your colleagues to iterate on our processes and help us scale our operations.

**Your Impact**
- Technical Customer Leadership
- Guide medium-to-large enterprise customers through the Xpanse technical journey
- Develop product and category expertise to educate our customers on operationalising the Xpanse platform, including around industry best practices for platform capabilities
- Create and execute technical implementation plans, from start to finish; this includes onboarding, engagement training, check-ins, technical guidance, and security analysis
- Write and disseminate engagement progress reports to customers and internally at Xpanse
- Brief customer senior leadership to demonstrate Xpanse's positive impact on customer business objectives, highlight security issues, and make security recommendations
- Serve as the customer's chief advocate and champion customer causes internally
- Security Analysis
- Become an expert on Xpanse and coach customers on operationally and technically integrating the tool into their day-to-day workflows
- Guide customers through analytic workflows within our products, participating at all stages of customer investigations to drive remediations or other desired business outcomes
- Document customers' improved remediation efforts in a form that they value and can take action on

**Qualifications**:
**Your Experience**
- You have professional experience in customer success, account management, solutions architecture, consulting, or relationship management (preferably at an enterprise technology company, SaaS is a plus)
- You are comfortable with Python, APIs development, and/or networking
- You are a strong communicator who can effectively explain complex technical concepts to both technical and non-technical audiences
- You are intellectually curious and quick to learn new technical topics
- Bachelors degree in a related field or equivalent military experience required
- You are able to accommodate your schedule to customers in EMEA timezones

Additional Information
**The Team**

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

**Our Commitment**

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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