Enterprise Customer Success Manager

Palo Alto Networks is a leader in cybersecurity, committed to protecting the digital way of life. The Enterprise Customer Success Manager will build relationships with enterprise customers to ensure they successfully adopt and realize value from IDIRA products, leading to increased satisfaction and retention.

Responsibilities:

• Own and drive onboarding, adoption, and advocacy across a portfolio of customers
• Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives
• Design and execute a value roadmap for each customer in your portfolio
• Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer
• Conduct Quarterly business reviews to ensure successful outcomes from IDIRA solutions
• Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs
• Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services
• Partner with IDIRA Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of IDIRA across organizational functions, and build contract renewal, upsell, and cross-sell opportunities
• Define success plans for at-risk customers and execute them in collaboration with a functional team
• Act as the voice of the customer internally to advocate for customers’ needs
• Leverage internal tools, including Gainsight, to archive customer activity and other key data points
• Identify and communicate areas for improvement in customer experience including both product and process

Requirements:

• 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles
• Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
• Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape
• Solid understanding of concepts and the development of security roles within organizations
• Practical experience with enterprise Directory services (Active Directory, LDAP, Azure etc.) including support and security operations
• Fundamental technological knowledge of networking environments
• Experience installing and supporting enterprise software on Windows and UNIX platforms
• Up to 25% travel
• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired
• Prior experience with IDIRA Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions -especially in the IAM and SIEM space