Manager, Network Security Customer Success Engineering

Your CareerWe are looking for a Manager for our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning SASE portfolio. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials.As the CSE Manager, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.Reporting to the EMEAL Sr Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM.Your ImpactCustomer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectationsDevelop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering)Build and lead a team of Customer Success EngineersDrive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagementEnsure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectivesAssist customers in implementing custom integrations and workflows into their SOCDirectly support customer requests, coordinate, and prioritize timely resolutionsDevelop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needsServe as a customer advocate in influencing product roadmap and improvementsEnsure that engineers have the resources and processes necessary to confirm success and sustained performance through release cyclesDeliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targetsDirectly provide appropriate technical and soft skills training along with mentoringEnsure that consistent and standard onboarding training programs are used and delivered effectivelySet team and individual goals in-line with overall organizational goals