Customer Success Manager - Dubai, United Arab Emirates - Palo Alto Networks

Palo Alto Networks

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

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.

Our vision is a world where each day is safer and more secure than the one before.

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.

Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your well-being support to your growth and development, and beyond

Job Description Your Impact**- Ensure customers are maximizing their return on investment by owning the customer's on-boarding, adoption, satisfaction and advocacy across a portfolio of customers

Provide high touch/white glove customer outreach immediately post close to shepherd customers through the onboarding process
Drive adoption

- ensure customer applies the offering hours in a timely manner

Ensure customer is measurably satisfied with the service they are receiving
Informing customers of refresh needs and options
Proactively identify upsell opportunities and grow revenue
Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
Serve as a customer advocate in influencing product roadmap and improvements
Manage performance metrics CSAT, Renewal rate, Upsell / Crosssell lead identification, Referenceability, Renewal likelihood, Adoption, Consumption, Customer Engagement
Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Qualifications Your Experience**- Fluent in Arabic (word and writing)

Experience building out new programs and initiatives within an ever evolving organization
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 nontechnical depth
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
Highly datadriven with a commitment to following process
Excited about driving and tracking a consistent engagement process with all customers in your portfolio
Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
Desire to partner and work crossfunctionally with with Sales and Consulting teams
Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
Ability to multitask and work in a fastpaced environment
Knowledge of the latest customer success techniques and technologies
Tableau a plus
Willingness to work nights and weekends as needed
Security experience is a plus
Flexibility for travel up to 20%

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 solution offerings, transitioning from old solutions 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 on 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.

All your information will be kept confidential according to EEO guidelines.