Full-Time Manager, Customer Experience

We are looking for a Manager within our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success. As the CSE Manager, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises.

Reporting to the LATAM Sr Manager, Customer Success for the technical services business, you will lead a team of high performance Customer Success Engineers, distributed across LATAM.

• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
• Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering)
• Build and lead a team of Customer Success Engineers
• Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement
• Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions
• Assist customers in implementing custom integrations and workflows into their SOC
• Directly support customer requests, coordinate, and prioritize timely resolutions
• Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles
• Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets
• Directly provide appropriate technical and soft skills training along with mentoring
• Ensure that consistent and standard onboarding training programs are used and delivered effectively
• Set team and individual goals in-line with overall organizational goals

• 8+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting
• 3+ years of experience in people management role
• Strong consulting and project management skills
• Technical experience in networking or cyber security Industries
• Public cloud experience is a plus
• Consistent success working with customer escalations
• Must be able to travel up to 30%

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