Palo Alto Networks

Compensation

Full Description

Job Description: • Ensure customers maximize their return on investment by guiding onboarding, driving adoption, and fostering satisfaction and advocacy • Ensure customers are measurably satisfied with the service and proactively communicate refresh needs and available options • Build trusted advisor relationships with customer stakeholders, executive sponsors, and partners to maximize adoption and business value • Serve as the first line of defense in customer support, coordinating with engineering teams for timely resolution of issues and becoming a Subject Matter Expert over time • Maintain ongoing communication with customers regarding service offerings, updates, events, and act as the primary point of contact for feedback • Advocate for customers internally to influence product roadmap, service improvements, and best practices • Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers • Manage performance metrics including CSAT, renewal rate, referenceability, adoption, consumption, and customer engagement • Identify renewal risks and work with internal teams to remediate • Identify risks to customers achieving their business goals and collaborate with account teams to build mitigation plans or escalate as needed. Requirements: • 4+ years of relevant experience in customer success, consulting, post-sales technical account management, or similar roles, with experience in cybersecurity • Proven experience building and executing customer engagement programs in an evolving organization • Strong consulting and project management skills, with a track record of acting as a trusted advisor to drive business value • Experience managing escalations, balancing customer expectations, and negotiating successful resolutions • Highly data-driven, with a focus on metrics, process adherence, and continuous improvement • Ability to drive consistent engagement processes across a portfolio of customers • Excellent communication and interpersonal skills to build relationships with technical and non-technical stakeholders • Team player with high integrity, accountability, and a customer-first mindset. Benefits: • Employee benefits details can be found here