Project Manager- Customer Success

Company: Palo Alto Networks
Location: Phoenix
Posted on: May 16, 2022

Job Description:

Company Description

Our Mission

At Palo Alto Networks - everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We're changing the nature of work from benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

As a Sr Operations Project Manager on the Customer Success (CS) team, you'll be responsible for improving the scalability along with supporting the rollout of processes, programs, and tools to improve the Customer Success team's effectiveness.

Customer Success helps ensure efficient Palo Alto Networks' security solution adoption and accelerates business value and ROI from our customers' investment in Palo Alto Networks. In this role, you will work closely with members of Customer Success, Sales, Executive Management, IT, Product Management and Engineering teams to name a few. The result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks security footprint.

Job Description

Your Impact
Aid in the deployment and management of ongoing health of Customer Success Tools (ex: Gainsight)
Assist the functional leaders with new metrics, better understanding of the performance, and using data to make decisions
.Drive cross-functional processes around defining, prioritizing, tracking action plans, and monitoring important metrics for CS
Actively participate in crafting and delivering key operational updates for CS leadership, executive leadership team, cross-functional teams, and external audiences
Review CS central operations processes and policies to help enhance workflow and develop a stronger operating mode
Ability to identify process improvements and recommendations for increased scalability
Build workflows and dashboards that analyze customer data, and trigger actions for CS teams to proactively engage with customers
Interpret trends or patterns in data sets and translate these patterns into actionable insights
Work with other CSM team members to continually improve our customer engagements
Assist with supporting our Tier 3 business, from ad hoc data requests to in-depth research projects, you will be collaborating with others to help them answer questions and make better decisions
Assist with special projects aimed at driving/increasing value to our customers

Qualifications

Your Experience
BS in Business, Computer Science, Information Management or other relevant experience
5+ years operating in a SaaS oriented Customer Success function, sales/business operations, or project management
Strong written, verbal, and pesentation skills
Subject matter expertise in CS tools: Salesforce, Gainsight, G-Suite, Tableau, other SaaS tools
Proven working experience in Customer Success Operations, Sales Operations, or relevant experience
Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for business
Adept at data analyses and turning them into actionable insights
A self-starter with the ability to manage multiple projects at once
You share our passion for delivering awesome Customer Success to our customers

Additional Information

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

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.

Disclosure required by sb19-085 (8-5-20) of the minimum compensation (includes on-target earnings = base + on target incentives for sales roles) for this role to be located in the state of Colorado. If hired in Colorado, this position starts at $86,900/yr. Depending on the position offered, restricted stock units and incentive or bonus pay may be provided as part of this compensation package. Additional benefits may be found here.

Covid-19 Vaccination Information for Palo Alto Networks Jobs Vaccine requirements and disclosure obligations vary by country.
Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
The job requires accessing a company worksite
The job requires in-person customer contact and the customer has implemented such requirements
You choose to access a Palo Alto Networks worksite
If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Keywords: Palo Alto Networks, Phoenix , Project Manager- Customer Success, Executive , Phoenix, Arizona