Customer Success Manager || On-site

• 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.