Manager, Customer Success Engineering

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee a team focused on achieving critical technical outcomes, enhancing product adoption, and serving as the primary contact for technical and product inquiries.

• Guide Scale and Optimize Engineers in best practices for customers, handling escalations, providing prescriptive guidance, and delivering technical support.

• Evaluate team performance based on Customer Health, feature adoption, consumption metrics, reference-ability, and renewal statistics.

• Ensure customers fully leverage their investment by implementing and operationalizing solutions from Palo Alto Networks.

• Attract, recruit, retain, and onboard Scale and Optimize Engineers.

• Promote collaboration across internal teams and throughout the customer lifecycle.

• Collaborate with Product and Engineering managers on feature requests, enhancements, and opportunities to enhance the Scale and Optimize team.

• Work alongside Sales representatives and Renewals managers to identify opportunities and upsell potential.

• Enhance customer lifetime value through advocacy and reference-ability.

• Interact with customer stakeholders from management through C-level/influencers.

• Gather and relay customer feedback internally.

• Evaluate interactions with key customers, focusing on product performance, usage, and support experience.

• Lead efforts for continuous operational improvement, quality management, innovation, and accountability.

⛳️ Requirements

• Minimum of 5 years of experience in pre-sales, account management, customer success, technical consulting, or similar roles aimed at promoting customer success and adoption.

• Preferred experience with cloud solutions like Google Cloud Platform, Microsoft Azure, or Amazon Web Services.

• Capability to inspire and motivate others.

• Proficient in managing influence through persuasion, negotiation, and consensus building.

• Profound understanding of networking and security technologies, along with experience in implementing related solutions.

• In-depth expertise in business operations, including SFDC and Gainsight; experience in creating reports and dashboards is highly preferred.

• Ideally, a combined background in post-sales, sales, and consulting services.

• Strong empathy for customers and a passion for revenue growth.

• Comprehensive understanding of value drivers in recurring revenue business models.

• Analytical and process-oriented mindset.

• Proven desire for continuous learning and improvement.

• Exceptional communication and presentation capabilities.

• Strong leadership skills with a validated ability to influence at the highest organizational levels.

• Demonstrated success in negotiation and strategy execution.

• Ability to balance exceptional service with financial performance, revenue, and profitability.

• Relevant Bachelor’s degree or equivalent experience required; preference for a background in computer science or related fields, or equivalent military experience.

• Must be eligible to work without immigration sponsorship; Palo Alto Networks will not provide work visa sponsorship for this role.

🏝️ Benefits

• May include restricted stock units.

• Potential for bonuses.

• Employee benefits are available (specific benefits not listed).

• Remote work arrangement.