Mgr, Scale & Optimize Engineering

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

This 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 Head of North America Customer Success for Prisma Access, in this role you will lead a team of Customer Success Engineers, responsible for managing our enterprise customers.

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?

• Manage your team in driving key technical outcomes, achieving higher product adoption and being the single point of contact for all technical and product questions in their customer engagements
• Leading a team Customer Success Engineers - assisting the team in guiding customers on best practices and with key escalations for the portfolio of customers
• Measure effectiveness of Customer Success Engineers, ensuring the team delivers on Key Operational metrics, including Customer Health, feature adoption, Consumption, Reference-ability, Renewals
• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Attracting, hiring and retaining a group of Customer Success Engineers contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
• Work closely with Product and Engineering managers to drive new feature requests, feature enhancements and identify new opportunities for up-leveling the CSE team
• Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
• Increase 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 success
• Engage broadly across the Customer organization from management through to C-Level/Influencer as required
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
• Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

• Experience working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
• An enthusiastic and creative leader with the ability to inspire others
• Demonstrated trajectory of success with people-management, coaching, and up-leveling and amplifying team's competencies
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of networking/security technologies and experience working with and implementing related solutions
• Deep business operations expertise - has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferred
• Ideally combined background of post-sales, sales, consulting services experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process driven mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels to garner support
• Demonstrated success at skillful negotiation and strategy implementation
• Able to balance providing extraordinary service with the need to improve financial performance, and increase revenue and profits

• Relevant Bachelor's degree or equivalent experience - preference for computer science or related background or equivalent military experience required