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Global Scale - Senior Customer Success Manager EMEA

Company: Palo Alto Networks
Location: New Britain
Posted on: May 16, 2022

Job Description:

Company DescriptionOur 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. Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We re changing the nature of 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 DescriptionYour CareerThis role is focused on ensuring our customers success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. In this role you will manage pooled accounts as Senior Customer Success Manager. This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about. Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change?As as Senior Customer Success Manager in Global Scale Team (Network Security) you will help guide a team responsible for day-to-day contact with a subset of our customers to help ensure the adoption of best practices for secure environments. You ll coach the team to enable quick and consistent adoption, accelerated integrations with new security products, and real-time support and strategy. You ll also be comfortable engaging directly with customers and rolling up your sleeves to get the job done. You bring out the best in people to ensure the success of the team, our business and our customers. Your Impact

  • Serve as a central point of contact for some of our customers
  • Develop an understanding of account strategies and our customers security and business priorities
  • Manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results
  • Enhance customer satisfaction through effective communication and engagement
  • Coach and help develop a team of Customer Success Managers
  • Manage the team day-to-day to ensure execution of contract terms and conditions
  • Drive measurable outcomes in Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
  • Collaborate to ensure on-time and smooth delivery of customer projects
  • Preempt and address customer issues and concerns, involving other members of the PANW team as appropriate
  • Cultivate strong relationships with our customers in your region through professional services and customer success engagementQualificationsYour Experience
    • Demonstrated experience in roles driving customer success and technology adoption
    • Understanding of SaaS solutions and/or enterprise software; cybersecurity experience preferred
    • Ability to lead, motivate and help prioritize competing priorities among the team
    • Strong consulting and project management skills, with proven results working as a data-driven customer advisor
    • Passionate about coaching and developing people
    • Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
    • Positive, growth-oriented mindset
    • Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and IntegrityAdditional informationAdditional InformationThe TeamOur 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 CommitmentWe 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.Palo Alto Networks is evolving and changing the nature of work 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.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at ...@paloaltonetworks.com.Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.Covid-19 Vaccination Information for Palo Alto Networks Jobs
      • Vaccine requirements and disclosure obligations vary by country.
      • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
        • The job requires accessing a company worksite
        • The job requires in-person customer contact and the customer has implemented such requirements
        • You choose to access a Palo Alto Networks worksite
        • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.Covid-19 Vaccination Information for Palo Alto Networks Jobs
          • Vaccine requirements and disclosure obligations vary by country.
          • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
            • The job requires accessing a company worksite
            • The job requires in-person customer contact and the customer has implemented such requirements
            • You choose to access a Palo Alto Networks worksite
            • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Keywords: Palo Alto Networks, New Britain , Global Scale - Senior Customer Success Manager EMEA, Executive , New Britain, Connecticut

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