Key Responsibilities
Guide customers through onboarding and drive adoption to ensure they maximize their return on investment and achieve their security objectives.
Establish and maintain trusted advisor relationships with customer stakeholders and executive sponsors, ensuring alignment and maximizing business value.
Act as the primary point of contact for customer support, coordinating with engineering teams to ensure timely issue resolution and developing subject matter expertise.
Proactively communicate with customers regarding service offerings, updates, and events, serving as the main touchpoint for all customer feedback.
Champion customer needs internally, influencing the product roadmap and service improvements to enhance the customer experience.
Manage and report on key performance metrics, including CSAT, renewal rates, and customer engagement, identifying and mitigating renewal risks.
Identify risks to customer success and collaborate with account teams to develop and execute mitigation plans, escalating as necessary.
Qualifications
Required Qualifications
4+ years of experience in a customer-facing technical role such as customer success, consulting, or post-sales technical account management.
Demonstrated experience managing technical escalations, balancing customer expectations, and negotiating successful resolutions.
A data-driven mindset with experience tracking and improving key metrics like CSAT, adoption, and renewal rates.
Excellent communication and interpersonal skills, with the ability to build strong relationships with both technical and non-technical stakeholders.
Preferred Qualifications
Direct experience within the cybersecurity industry, particularly with Managed Detection and Response (MDR) or Threat Hunting services.
Strong consulting and project management skills, with a proven ability to act as a trusted advisor to senior security leaders.
Experience developing and executing customer engagement programs and playbooks.
A collaborative, customer-first mindset with high personal integrity and accountability.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$117,000.00 - $189,200.00/yr
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 accommodations@paloaltonetworks.com.
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.
