Palo Alto Networks
Location
Madrid | Spain
Job description
At Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. 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. Our Approach to WorkWe lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!Job DescriptionThis 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. Reporting to the EMEA SASE Customer Success Sr Manager, in this role you will lead an internationally dispersed team of Customer Success Managers, responsible for managing strategic and enterprise accounts. 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? Your ImpactManage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scoresLeading a team Customer Success Managers; assisting the team with key escalations and, where required, the production of best practice blueprints for the portfolio of customersMeasure effectiveness of Customer Success Managers, ensuring the team delivers on Key Operational metrics, including Customer Health - Green/Yellow/Red, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / RenewalCreate cadence for review within the team to drive premier programmatic Customer Success practiceAttracting, hiring and retaining a group of Customer Success Managers, attract high potential individual contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycleWorking closely with Sales reps and Renewals managers to identify new opportunities and upsell potentialIncrease the lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's successEngage broadly across the Customer organization from management through to C-Level/Influencer as requiredEnsure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and servicesActively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)QualificationsYour ExperienceRelevant Master degree or equivalent experience or equivalent military experience -preference for computer science or related background10+ years experience working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption3+ years of experience in people management roleAn enthusiastic and creative leader with the ability to inspire othersDemonstrated trajectory of success with people-management, coaching, and up-leveling and amplifying team’s competenciesAbility to manage influence through persuasion, negotiation, and consensus buildingDeep business operations expertise -has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferredIdeally combined background of post-sales, sales, consulting services experienceStrong empathy for customers AND passion for revenue and growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process driven mindsetDemonstrated desire for continuous learning and improvementExcellent communication and presentation skillsStrong leadership skills with validated ability to influence inside and outside of the organization at the highest levels to garner supportDemonstrated success at skillful negotiation and strategy implementationAble to balance providing extraordinary service with the need to improve financial performance, and increase revenue and profitsExperience with SaaS technologies and go-to-marketExperience with Cybersecurity solutionsAdditional 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 customers 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. The Customer Success mission is to “guide the customer” with their product journey to help increase license and feature adoption to gain maximum value from their investment. Customer Success extends a client’s capacity to reach maximum operational efficiency. We guide customers in adopting best practices to take advantage of their investment, 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. 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 [email protected]. 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. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
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