Customer Success Manager, Sydney

Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

Overview

The Customer Success Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security solution adoption and accelerate business value and ROI from customers’ investment in Palo Alto Networks during their cloud transformation journey.   In this role, you will work closely with CISOs, Security Architects, Security Engineers, and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions. The end result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks cloud security footprint.

Preferred Locations

Sydney, Australia 

Responsibilities

  • Own the ultimate responsibility for the customer’s onboarding, adoption, potential expansion and advocacy across a portfolio of customers
  • Develop a trusted advisor relationship with customer stakeholders, channel partners, and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
  • Serve as a customer advocate in influencing product roadmap and improvements
  • Coach customers on how to establish and manage their Cloud Security Change Management/Governance/Center of Excellence programs
  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
  • Identify renewal risk and collaborate with internal teams to remediate
  • Meet or speak with the customer executive sponsors on a frequent cadence with the expectation of continually moving the relationship forward while uncovering new opportunities
  • Performance metrics CSAT, Renewal rate, Up-sell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Qualifications

  • Experience working with Cloud platforms (AWS, GCP, Azure) or working in security space is highly desired
  • Minimum 5 years of relevant work experience in pre-sales, account management, customer success, consulting or similar roles
  • Strong consulting and project management skills, with proven results working as a trusted adviser to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
  • Highly data-driven with a commitment to the following process
  • Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
  • Previous experience with a SaaS solutions company and/or an enterprise software company highly desired
  • Experience with security products and/or offerings
  • Ability to multi-task and work in a fast-paced environment
  • Flexibility for travel up to 50%

Learn more about Palo Alto Networks here and check out our fast facts.


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