Senior Customer Success Manager - Cloud - EMEA
Palo Alto Networks
London, England
4d ago

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.

Your Career

As a Senior Customer Success Manager, you are a critical part of our customers’ adoption of security integrations. You act as their day-to-day contact, establishing relationships with them to ensure best practices for their secure environments.

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, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

Your Impact

  • Lead client's onboarding experience, adoption, and expansion across a range of relationships
  • Develop a strong partnership with customer shareholders, channel partners, and executive sponsors to drive product adoption
  • Be a customer advocate in influencing product roadmap and improvements
  • Coach customers on how to establish and implement their Cloud Security change management, governance, center of excellence programs
  • Identify and escalate risks to the customer and support team to achieve client success
  • Gain deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Address and associate business benefits to align with emerging and evolving needs
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
  • Build relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
  • Monitor key performance metrics like customer satisfaction, renewal rate, upsell / cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
  • Leverage key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above
  • Your Experience

  • Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or in cybersecurity
  • Previous experience with a SaaS solutions company and / or an enterprise software company
  • Experience working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
  • Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Highly data-driven with a dedication to following the process
  • Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
  • Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
  • 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 of providing the best customer support in the industry.

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