Senior Customer Success Account Manager

Company Overview

Our Purpose

At Palo Alto Networks, our mission is clear:

To be the preferred cybersecurity partner, safeguarding our digital existence.

We envision a future where each day is more secure than the last. Our foundation is built on challenging the status quo and seeking innovators who are dedicated to transforming the cybersecurity landscape.

Work Philosophy

We prioritize flexibility and choice in all our employee programs. We have redefined the conventional perspective that all employees share identical needs and desires. We provide personalized options, allowing our team members to select what suits them best—from wellness support to professional growth and beyond.

At Palo Alto Networks, we recognize the significance of collaboration and value face-to-face interactions. This is why our employees typically work from the office three days a week, reserving two days for flexibility to work in their most productive environments. This arrangement encourages informal discussions, problem-solving, and the development of trusted relationships. While specifics may evolve, our aim is to cultivate an environment where innovation flourishes, with office-based teams uniting three days a week to collaborate and succeed together.

Role Overview

Your Career Path

As a Senior Customer Success Account Manager, you will focus on account management, overseeing the customer lifecycle and acting as the Voice of the Customer. In this capacity, you will serve as the primary contact for the post-sales experience, promoting the adoption and utilization of Palo Alto Networks' diverse product offerings. You will collaborate with Cyber, Cloud, and Network Operations technologies alongside subject matter experts. Your role will involve working with customers to deliver value and enhance the security and effectiveness of their investments in Palo Alto Networks products. You will engage closely with CISOs, CTOs, and various technical teams within some of the world's largest and most renowned organizations.

Your Contributions

• Account Management: Take ownership of key accounts and manage relationships with Palo Alto Networks' most significant clients. Act as the main point of contact for multiple product lines, supporting the customer journey and collaborating cross-functionally with clients, from end-users to C-suite executives, and internal partners across product lines including Cloud, DevSecOps, Network, and AI security.
• Customer Impact: Lead customer planning, deployment, adoption, account-level reviews, and escalations. Build and manage tailored product delivery to align with the customer's technical environment. Understand customer security priorities and translate them into success plans.
• Partnership: Collaborate with the Sales team to develop success plans, evaluate customer health, identify expansion opportunities, and ensure renewals. Partner with Post-Sales teams, including Professional Services, Customer Success, and Support. Engage and coordinate customer delivery across Palo Alto Networks team members, including engineering and professional services.

Required Qualifications

Your Background

• 8+ years of experience in a customer-facing role, managing high-touch, high-visibility post-sales engagements.
• Expertise in software product and service delivery to strategic customers, with specialization in at least one of the following areas: Cloud Security, DevSecOps, Network Security, or Security Operations.
• Proven track record as a trusted advisor, driving business value for customers, with the ability to engage with C-suite executives and client teams at various technical and non-technical levels.
• Proficient in guiding customers throughout their journey, focusing on value realization while managing escalations, balancing expectations, and negotiating successful outcomes.
• Ability to thrive in a matrixed, team-oriented environment, grounded in our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
• Bonus: Experience in client-focused program management.
• Bonus: Familiarity with customer success software (Gainsight, Salesforce, Smartsheet, Clarizen, Jira).
• Willingness to travel occasionally for strategic customer engagements and on-site visits, with potential travel of 10-15%.
• Proficiency in German and English is required for this position.

Additional Insights

The Team

To stay ahead of the curve, it's essential to know where the curve is. Our team is shaping the future of digital service experiences.

As the fastest-growing cybersecurity firm, we cater to a diverse range of customers who expect the highest level of service. Our clients anticipate that their service will be as innovative and exceptional as our products, which aligns with Palo Alto Networks' mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer success. The Digital Customer Experience team aims to deliver services through a fully digitized and preferred journey.

Our Customer Success team plays a vital role in our mission. As part of this team, you will be responsible for some of our most strategic customers in the EMEA region. You will enable, guide, and consult customers throughout their deployment and adoption journey, collaborating across all levels within your customers' organizations and partnering cross-functionally within Palo Alto Networks.

You will ensure that your customers achieve success with our products, adapting to evolving threats and technological advancements while helping them reach their desired outcomes.

Our Commitment

We are innovators who dream big, take risks, and challenge the status quo in cybersecurity. It's simple: we cannot fulfill our mission without diverse teams working together to innovate.

We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please reach out to us.

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.

Our Commitment

We are problem solvers who take risks and challenge the status quo in cybersecurity. It's simple: we cannot accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please reach out to us.

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.