5+ years of experience in customer success, consulting, or post-sales technical account management.
Proven ability to drive business value as a trusted advisor across technical and non-technical audiences.
Excellent written and verbal communication skills, simplifying complex topics for diverse audiences.
Experience with Cybersecurity/SaaS solutions or enterprise software for large clients is highly desired.
Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes.
Familiarity with enterprise Directory services (Active Directory, LDAP, Azure) and networking environments.
Prior experience with Idira Software solutions or relevant enterprise applications is preferred.
Responsibilities
Own and drive onboarding, adoption, and advocacy for assigned enterprise customers.
Collaborate with customers to build success plans and execute value roadmaps.
Establish regular cadence calls and conduct Quarterly Business Reviews for successful outcomes.
Monitor customer health metrics and KPIs through executive dashboards.
Act as a trusted strategic advisor to drive continued product value.
Partner with cross-functional teams to identify upsell and cross-sell opportunities.
Define success plans for at-risk customers in collaboration with functional teams.
Advocate for customer needs and communicate areas for product improvement.
Benefits
Remote work flexibility with a collaborative hybrid team environment.
Culture that values trust, accountability, and shared success.
Opportunities for professional growth and development.
Access to internal tools for data management and customer activity tracking.
Full Job Description
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job Summary
What You Will Do
Portfolio Ownership: Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
Success Planning: Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio.
Customer Cadence & QBRs: Establish regular cadence calls (Weekly, Monthly, Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.
Health Monitoring: Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
Strategic Advising: Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.
Cross-Functional Collaboration: Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines.
Risk Management: Define and execute success plans for at-risk customers in collaboration with functional teams.
Customer Advocacy: Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.
Data Management: Leverage internal tools, including Gainsight, to archive customer activity and key data points.
Qualifications
Experience: 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
Consulting & Project Management: Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels.
Communication: Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.
Industry Background: Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.
Technical Knowledge: Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes. Solid understanding of security role development and concepts within organizations. Practical experience with enterprise Directory services (Active Directory, LDAP, Azure, etc.) including support and security operations. Fundamental technological knowledge of networking environments. Experience installing and supporting enterprise software on Windows and UNIX platforms.
Domain Preferred Experience: Prior experience with Idira Software solutions is preferred, or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions (especially in the IAM and SIEM space).
Travel: Up to 25% travel requirement.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$123,880.00 - $202,070.00/yr
About Palo Alto Networks
Palo Alto Networks, Inc. is an American multinational cybersecurity company with headquarters in Santa Clara, California. Its core products are a platform that includes advanced firewalls and cloud-based offerings that extend those firewalls to cover other aspects of security. The company serves over 70,000 organizations in over 150 countries, including 85 of the Fortune 100. It is home to the Unit 42 threat research team and hosts the Ignite cybersecurity conference.
