Palo Alto Networks Customer Success Engineer - Plano, TX in Plano, Texas

Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our digital way of life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

Overview

You are a talented and passionate Customer Success Engineer who is customer obsessed and wants to help our customers during their cloud transformation journey. You will act as a trusted technical advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security adoption, and to accelerate business value and ROI. In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions.

From day one, you must be able to roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and ultimately the expansion of our footprint. Most importantly, you have a positive, “can ­do” attitude and a passion for delivering technical solutions in a fast-paced environment.

Preferred Locations

  • Santa Clara, California – Palo Alto Networks’ headquarters

  • Plano, Texas

  • Reston, Virginia (?)

Responsibilities

  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives

  • Assist customers in implementing custom integrations and workflows to ensure Palo Alto Networks solutions are fully integrated into their security operations center

  • Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams

  • Serve as a customer advocate in influencing product roadmap and improvements

  • Coach customers on how to establish and manage their Cloud Security Change Management/Governance/Center of Excellence program

  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs

  • Be Go-To customer expert on Palo Alto Networks public cloud security solutions and become a Subject Matter expert over time.

  • Performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

Qualifications

  • Minimum 5 years relevant work experience in pre-sales, support, customer success, consulting or similar roles

  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions

  • Existing knowledge of, and experience with public cloud platform (IaaS) features, capabilities, and best use

  • Experience with security products and/or offerings

  • Ability to communicate technical details to a non-technical audience

  • Ability to multi-task and work in a fast-paced environment

  • Availability to provide after-hours support on a scheduled / non-scheduled basis

  • Flexibility for travel up to 30%

Learn more about Palo Alto Networks here at https://www.paloaltonetworks.com/company and check out our fast facts at https://www.paloaltonetworks.com/company/company-fast-facts .

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