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.
As a Program Manager, Enterprise Customer Success, you will have the opportunity to set the tone and direction for how the Palo Alto Networks Cloud Customer Success Enterprise Team delivers on-line support while implementing risk management programs. Besides being well versed in how to support large-scale hosted platforms, change management, and procedural changes - you also have the skills to run tooling that supports anticipating customer needs while crafting workflows and enhancements based on those needs. You should be comfortable interacting and presenting to leaders, cross-department managers, driving program and project teams to deliver custom-tailored customer retention delivery while enhancing internal systems for scaled operations management. The role will require strong multi-tasking, an ability to self-direct, strong prioritization skills, time management, ability to direct team members, apt forecasting, an innovative and resilient spirit, and continual motivation to improve.
You will author and lead programs to prevent customer churn risk, improve account maintenance and accountability, perform root cause analysis to obtain the customer opportunity data. In addition to creating and driving programs to improve areas of opportunity and enhance the customer experience. Having a keen sense about cloud customers, you will be the guiding force, building a place where customers can get answers about the configuration, usage, and best practices of Palo Alto Networks Cloud Services. Liaison between Leadership, Enterprise, Strategy, IT, Product, Sales and Data team to ensure programs and projects meet the business and customer needs. Revamping internal systems, data operations, and cross-functionality with IT to automate Enterprise processes and introducing new innovative techniques of customer relationship management.
This role is part of the Global Support Organization and one that requires you to partner directly with the Cloud Services Support group to build the programs based on their daily interactions with customers. You will also be expected to deep dive into customer data and derive actionable items to drive rigorous results.
Build an online Knowledge Base and documentation for Cloud and SaaS products
Driving customers to new programs such as launches, internal websites, custom-tailored documentation
Monitor and curate internal and external community forums
Be a customer voice in the development of new products
Work with other members of the Customer Services team to craft the content for online Knowledge
Document configurations, troubleshooting and standard methods for customers online
Review of technical documents for training materials - technical, marketing collateral, manuals, how-to and troubleshooting guides, etc.
Work cross-functionally to ensure no duplication of effort and synchronization with our data, IT, support and marketing teams
Ensure there is a regular defined cadence to bring focus and accountability over each project stream that drives the business programs
Support quarterly planning, including prioritization and resourcing, that deliver projects in the correct sequence to ensure program delivery and success
Understand the impact to objectives and urgency for the business and help drive prioritization and multi-quarter planning
Program and Project Tracking with ability to forecast / prevent areas of opportunity
Managing high-priority Customer Escalations in a timely manner
Delegating projects and tasks appropriately while driving to completion
Managing and holding oversight of multiple programs and projects in parallels for different aspects of Customer Success
Driving Key IT Initiatives for continuous automation efforts
Implementation of Programs to better manage customer risk-assessment and prevention
Upholding industry best practices and compliance standards for efficient service delivery
Documentation of historical data, projects, programs, and trend information
Quarterly trend information delivery with efficiency plans
Implementing Program and Project Management systems for driving and tracking completion
Prioritizing and planning for short term and long term initiatives
Developing a long term roadmap of deliverables and prioritize projects by impact.
Creating synergy between various projects/initiatives to perform as a single, consistent system
Responsible for all non-technical documentation/presentations and creating frameworks for technical documentation
Creating and improve both internal processes and cross-functional ones
Developing relationships with management and other teams acting as the ‘voice of Enterprise’
5+ plus years of related experience
Excellent technical writing and verbal skills, online, in-person from peer to management to customer – you get your message across
Able to measure the effectiveness of message and service delivery
Knowledge of Amazon Web Services (AWS), Azure, and/or Google Cloud Platform (GCP)
Cross-functional collaboration skills (NPI, IT, Data, Technical Documentation, Product Management, Marketing, etc.)
Working knowledge of Gainsight and Salesforce
Experience with Cloud Security
Ability to work flexible and varying times including weekends and evenings to collaborate with other regions and international teams
Experience with key stakeholders, executives and support
We’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 at [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.