Mgr, Scale & Optimize Engineering

Palo Alto Networks is committed to protecting our digital way of life through innovative technology. The Mgr, Scale & Optimize Engineering role focuses on ensuring customer success, driving technology adoption, and leading a team of Customer Success Engineers to enhance product value and customer advocacy.

Responsibilities:

• 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)

Requirements:

• 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