Customer Fulfillment Manager

Palo Alto Networks is dedicated to protecting the digital way of life through innovative technology. The Customer Fulfillment Manager will be responsible for managing service performance, product deployments, and support projects, while collaborating with cross-functional teams to align customer needs with product development.

Responsibilities:

• Act as the single point of contact (SPOC) for service performance, product deployments, and support projects across assigned accounts
• Respond promptly to TRRs and escalations
• Communicate regularly with stakeholders
• Identify and mobilize helpful cross-functional teams
• Monitor progress to prevent workflow stagnation
• Confirm swift resolution of complex issues
• Partner with Sales to ensure Technical Resource Requests (TRRs) are initiated
• Use decisive judgment to establish creation deadlines, keeping issues top-of-mind and tracking critical workload trends
• Establish strong relationships with Palo Alto Networks Product Management, Services, Engineering, and TAC (Technical Assistance Center) to align customer technical requirements with product development
• Work hand-in-hand with the Sales team to understand customer requirements, communicate case statuses, and drive new business by utilizing Professional Services offerings
• Create and maintain program dashboards
• Provide weekly, monthly, and quarterly status updates on all major activities, issues, and escalations to Customers, Account Teams, and Services leadership

Requirements:

• Undergraduate degree in a related technical field (EE, CE, IT, etc.)
• 5+ years of project management, service delivery management, or related technical account management experience
• 5+ years of building Internet security solutions at enterprise customers, with a strong technical knowledge of cybersecurity concepts, implementations, and products
• Proven hands-on experience using CRMs and enterprise workflow systems to manage concurrent, complex projects
• Decisive & Action-Oriented: A self-starter who thrives under pressure and can make quick decisions to overcome obstacles delaying service delivery
• Clinical Communication: Exceptional written, verbal, and presentation skills. Ability to confidently interface with customer executive-level management on a regular basis
• Diplomatic Relationship Builder: A natural multitasker who can persuade, influence, and build strong cross-departmental partnerships
• Graduate degree (MBA or Master of Engineering)
• Security certifications such as CISSP, CISM, or equivalent
• Hands-on experience with networking technologies (Routing, Switching, VPNs, LANs/WANs, IPsec, and Encryption Technology)