Manager, Customer Success Engineering

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Drive strategies for customer success to assist customers in adopting and mastering the platform and technology.

• Formulate and implement the deployment and adoption strategy for the Cortex and Prisma Cloud organization.

• Enhance and streamline the customer journey, which includes onboarding, implementation, growth strategy, and methodology.

• Establish performance objectives for the Technical Services organization based on product deployment, adoption, and consumption.

• Supervise the development of enablement and skill enhancement for the teams.

• Create the roadmap for Cortex and Prisma Cloud Services.

• Collaborate extensively with Support, Sales, and Product Management functions.

• Position the Customer Success Manager/Engineer role as a trusted advisor.

• Develop customer health monitoring and reporting systems.

• Manage line-level managers and more experienced team members.

⛳️ Requirements

• Over 5 years of experience in professional services and customer escalations, with a minimum of 3 years in a managerial position.

• A Go-To-Market & Post-Sales commercial sales mindset, demonstrating comfort in owning and nurturing customer relationships.

• Proven ability to spearhead the development of a top-tier deployment and adoption methodology, with a history of facilitating renewals and product expansion.

• Experience with professional services platforms and collaborating cross-functionally with other GTM organizations such as Sales, Sales Operations, Engineering, and Product Management.

• Proficient in managing customer escalations, with experience in account management and project management.

• Excels in a matrixed team environment, guided by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.

• Strong grasp of security principles, vulnerability management, and industry best practices.

• Hands-on experience with public cloud platforms, preferably Azure, Google Cloud, and AWS.

• Proficient in container technologies like Docker.

• Familiarity with CI/CD tools, including but not limited to Jenkins, Github Actions, or Gitlab.

• Expertise in software development, including automated testing, version control, and Object-Oriented Programming (OOP).

🏝️ Benefits

• Employee benefits.

• Reasonable accommodations for qualified individuals with a disability.