Our Mission

　　At Palo Alto Networks® everything starts and ends with our mission:

　　Being the cybersecurity partner of choice, protecting our digital way of life.

　　Our vision is a world where each day is safer and more secure than the one before. 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.

　　Our Approach to Work

　　We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

　　At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

　　Your Career

　　The Manager of Signature Program is responsible for building and setting the strategic direction for the Signature Program Customer Success organization in EMEA. This includes driving innovation, optimization, and platform & services adoption across the entire Palo product portfolio with a focus for renewals & product expansion. You support technical deployments with customer journeys that span the Palo portfolio, and serve as a point of escalation for the entire portfolio of products. In short, driving unified account management for the largest accounts in EMEA. A key focus of this role is focused on people management, career growth, and team culture development.

　　Your Impact

　　Manage a team of Account Customer Success Managers to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores

　　Develop and drive the deployment and adoption strategy for the Palo products, in collaboration with the broader ecosystem of Customer Success and services teams in Palo Alto Networks

　　Evolve and optimize customer journey including onboarding, implementation, growth strategy, and methodology

　　Set performance targets for the Customer Success organization based on deployment, adoption, and consumption of our products

　　Collaborate heavily with Support, Sales and Product Management functions

　　Support the team in developing a deep understanding of our customer’s security initiatives, business challenges and their technical environment

　　Attract, hire and retain a group of Account Customer Success Managers, high potential individual contributors into the team, ensure rapid onboarding process for new team members, and foster collaboration within internal teams

　　Engage broadly across the Customer organization from management through to C-Level/Influencer as required

　　Lead your team, coaching on successfully collaborating with services teams, product and engineering teams for prioritization of customer needs

　　Coach teams to handle customer escalations by combining business judgment with effective technical assessment skills

　　Possess a strong customer centric mentality and genuine curiosity for the breadth of the customers’ real business challenges, along with the ability to match our growing solution set to solve them

　　Maintain program dashboards and provide weekly, monthly, and quarterly status to services leadership and to key stakeholders

　　Identify opportunities and support the scoping of services including professional services, customer success, support, education, and partner services capabilities that can improve the time to value for your customers

　　Up to 20% travel

　　Your Experience

　　10+ years of technical customer success, service, project & program management experience, with least 3+ years in a management role

　　Demonstrated success with people-management, coaching and amplifying team competencies

　　Ability to manage and influence through negotiation and consensus building

　　Go-To-Market & Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships

　　Deep business operations expertise - has solid experience with creating reports and dashboards is highly preferred

　　Demonstrated ability to lead development of best in class deployment & adoption methodology, with track record of driving renewals & product expansion

　　Understanding of value drivers in recurring revenue business models

　　Excellent communication and presentation skills

　　Experience working with customer success platforms and working cross functionally with other GTM organizations like Sales, Sales Operations, Engineering, Product Management and Professional Services

　　Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels to garner support

　　Able to balance providing extraordinary service with the need to improve financial performance, and deliver on revenue and profit targets

　　Analytical and process driven mindset

　　Demonstrated desire for continuous learning and improvement

　　Program Management - Proven track record of delivering programs, made up of multiple projects, within defined timelines under pressure

　　Decisive - Able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery

　　Understands Metrics - Experience working with customer Key Performance Indicators, Service Level Agreements and Customer Relationship Management systems

　　The Team

　　Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to customers after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

　　The Customer Success mission is to “guide the customer” with their product journey to help increase license and feature adoption to gain maximum value from their investment.

　　Customer Success extends a client’s capacity to reach maximum operational efficiency. We guide customers in adopting best practices to take advantage of their investment, with a pointed focus on providing the best customer support in the industry.

　　Our Commitment

　　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.

　　All your information will be kept confidential according to EEO guidelines.

　　Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.