- As a Customer Success Manager, you will be part of a business-critical capability to enable our customers secure environments
- You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations
- This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy
- You are highly technical, understand cloud technologies, and understand the complex world of cloud ecosystems and integrations
- You love solving critical problems in challenging environments
- In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions
- You will be the frontline defense against the world s most pressing cybersecurity challenges
Job Role 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 Red Lock 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 programs.
- 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 RedLock features and associated business benefits to address their needs.
- Be GoTo customer expert on Redlock solutions and become a Subject Matter expert over time.
Required Skills
- BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field.
- 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 Cloud Containers (i. e. Kubernetes) and Serverless technology.
- Experience with security products and/or offerings.
- Ability to communicate technical details to a non-technical audience.
- Excellent organizational and time management skills.
- Self-starter, self-directed and independent thinker.
- 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 (30%).
- Highly beneficial to have public cloud certifications (AWS, Azure, GCP, etc. ) prior to joining. It is expected that you will gain public cloud certification within the first 6 months.
