[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is hiring an Enterprise Customer Success Manager to drive onboarding, adoption, and advocacy across enterprise customers. The role develops customer success plans, monitors customer health, advises customers, and collaborates with account teams to support renewals and growth.

Responsibilities

• Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers
• Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio
• Establish regular cadence calls (Weekly, Monthly, Quarterly) and 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 strategic advisor with all customers to drive continued value of products and services
• Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines
• Define and execute success plans for at-risk customers in collaboration with functional teams
• Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements
• Leverage internal tools, including Gainsight, to archive customer activity and key data points

Skills

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles
• Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels
• Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences
• Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes
• Solid understanding of security role development and concepts 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
• We will not sponsor applicants for work visas for this position
• Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is 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)

Benefits

• Remote work

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