- Serve as a central point of contact for some of our customers
- Develop an understanding of account strategies and our customers security and business priorities
- Manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results
- Enhance customer satisfaction through effective communication and engagement
- Coach and help develop a team of Customer Success Managers
- Manage the team day-to-day to ensure execution of contract terms and conditions
- Drive measurable outcomes in Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
- Collaborate to ensure on-time and smooth delivery of customer projects
- Preempt and address customer issues and concerns, involving other members of the PANW team as appropriate
- Cultivate strong relationships with our customers in your region through professional services and customer success engagement
Experience:
- Demonstrated experience in roles driving customer success and technology adoption
- Understanding of SaaS solutions and/or enterprise software; cybersecurity experience preferred
- Ability to lead, motivate and help prioritize competing priorities among the team
- Strong consulting and project management skills, with proven results working as a data-driven customer advisor
- Passionate about coaching and developing people
- Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
- Positive, growth-oriented mindset
- Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
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