Job Description
Customer Success:
- Guides onboarding, drives adoption, and fosters satisfaction and advocacy to maximize customer ROI.
- Proactively communicates refresh needs and available options, ensuring customers are satisfied with the service.
- Manages performance metrics including CSAT, renewal rate, referenceability, adoption, consumption, and customer engagement.
Customer Relationship & Communication:
- Builds trusted advisor relationships with customer stakeholders, executive sponsors, and partners to maximize adoption and business value.
- Maintains ongoing communication with customers regarding service offerings, updates, events, and acts as the primary point of contact for feedback.
- Ensures 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.
Technical Support & Advocacy:
- Serves as the first line of defense in customer support, coordinating with engineering teams for timely issue resolution.
- Becomes a Subject Matter Expert over time.
- Advocates for customers internally to influence product roadmap, service improvements, and best practices.
About Palo Alto Networks
Palo Alto Networks is a cybersecurity partner committed to protecting our digital way of life by challenging the status quo and innovating for a safer future.