Full-Time Customer Fulfillment Manager

Your Career

The Customer Fulfillment Manager (CFM) is responsible for serving as a liaison between Customers, Sales, Customer Success, and Services & Support functions.  Primary duties will focus on the delivery of Support and Service elements to assigned strategic accounts in the Enterprise and Mid Market customer base, ensuring we are aligned with the Customer's expectations and security needs. The CFM works closely with the Systems Engineering Leadership, Customer Support, and the Professional Services team, to develop and execute success plans for the service and support elements needed to ensure the customer's security.  Responsible for co-developing, documenting and implementing the Global Customer Services component(s) of the customer account plan, including a resourcing plan aligned to the financial performance goals.

In this role, you will be responsible for overseeing the delivery of Palo Alto Networks sold products and services as well as working with client stakeholders to identify business requirements and assist in aligning our solutions to meet those requirements.  You will provide leadership and management direction to the delivery team supporting your customer(s) and all ongoing engagements; ensuring employee growth, full utilization and meeting business goals. You will also work closely with sales to ensure high CSAT and build strong/trusted relationships with the customer(s) in your assigned area of responsibility to ensure customer success and reference ability.
 
 Your Impact

• Ensure all appropriate services are positioned and delivered to the customer to achieve both the financial targets (SA, revenue and P&L) and high levels of customer satisfaction through successful product deployment and network operations
• Establish relationships with Palo Alto Networks product management, services, support & engineering teams to ensure alignment of customer requirements and product development
• Create and maintain a program dashboard and provide weekly/monthly/quarterly status to all key stakeholders throughout the life of the engagement
• Provide strategic direction and input to the technical development of the assigned team members to ensure they are able to successfully deploy services
• Serve as a single point of contact for service performance on all Palo Alto Networks products and projects across all aspects of services and support for assigned accounts
• Interface with the partners to provide strategic direction and input to the development of their teams, product offerings and overall technical development
• Interface with the Sales team to
  • Ensure customer technical requirements are understood and clear to the team
  • Drive new business by utilizing Professional Services capabilities and offerings
  • Ensure all customer engagements are successful
• Provide status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.
• Provide input to the technical development of the Professional Services product offerings
• Aid in development of process improvement initiatives
• 30+% travel is required

Your Experience

• CRM (workflow systems)
• At least 5 years project management/ service delivery management or related experience
• Account management experience advantageous
• Proven track record of delivering projects within defined timelines under high pressure
• Project & program management - able to manage complex projects including concurrent projects
• Decisive - must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Must be able to partner with other departments and contractors to achieve targets
• Customer management - tactful, resolute and committed to providing excellent customer service
• Ability to deliver technical presentations competently
• Must be able to interfaces with customer and executive level management on a regular basis
• Delivering results - ability to plan and organize self and work in order to achieve objectives and targets
• Maintain in-depth knowledge of product and service offerings

Required

• 5+ years of building Internet security solutions at enterprise customers
• Strong technical knowledge of Internet security concepts and implementations/products
• Demonstrated leadership and team building capabilities
• Excellent written and verbal communication skills