- Serve as a central point of contact for some of our customers

- Develop an understanding of account strategies and our customers security and business priorities

- Manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results

- Enhance customer satisfaction through effective communication and engagement

- Coach and help develop a team of Customer Success Managers

- Manage the team day-to-day to ensure execution of contract terms and conditions

- Drive measurable outcomes in Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal

- Collaborate to ensure on-time and smooth delivery of customer projects

- Preempt and address customer issues and concerns, involving other members of the PANW team as appropriate

- Cultivate strong relationships with our customers in your region through professional services and customer success engagement

Experience:

- Demonstrated experience in roles driving customer success and technology adoption

- Understanding of SaaS solutions and/or enterprise software; cybersecurity experience preferred

- Ability to lead, motivate and help prioritize competing priorities among the team

- Strong consulting and project management skills, with proven results working as a data-driven customer advisor

- Passionate about coaching and developing people

- Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges

- Positive, growth-oriented mindset

- Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

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