Director of Customer Success Automation (Remote)

Company: Palo Alto Networks
Location: Jacksonville
Posted on: June 25, 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.

Job Description

Your Career

Palo Alto Networks is building a world-leading digital services experience and seeks top talent to expand the team. As the Director of Customer Success Automation at Palo Alto Networks, you will lead the strategy and execution for journey orchestration and automating the associated playbooks. You will be the product owner responsible for operating the Gainsight platform to improve the customer and success manager experiences. You will define and create the future of digitally delivered success services, setting new standards in the industry that result in a digital-preferred experience for all customers.

To be successful in this position you must lead with a combination of strong entrepreneurialism, evangelism, and strategic execution. Internally, you help the company understand how to transform customer success with tangible ROI. You collaboratively pioneer within the team, Global Customer Services, and IT across unexplored territories, embracing complexity and ambiguity to deliver rapid results. Externally, you produce meaningful moments to show customer value and build relationships. You leverage data and creativity to grow and improve the digital customer experience incrementally and transformationally quarter over quarter and year over year.

Qualifications

Your Impact

• Understand the needs of our customers through quantitative and qualitative methods
• Apply a product lifecycle approach to build frictionless experiences for customers to meet their objectives
• Prioritize a roadmap and deliver proactive solutions and automate the post-sales customer journey to shorten the time to value
• Accelerate and scale customer deployment, adoption and optimization services aligned to business objectives and key results
• Manage the Gainsight Center of Excellence, providing best practices and enablement to Customer Success organizations
  Your Experience
  • Generally, 6+ years of demonstrated success in similar roles, nurturing growth and innovation
  • Typically, 10+ years successfully mentoring and managing a team
  • Proven track record in fast-paced environments with overlapping projects/deliverables where your detail-orientation ensures that when things are moving fast, nothing falls through the cracks
  • Demonstrated creative problem-solving skills and ability to interpret and act on insights from multiple, complex data sources
  • Direct experience with journey orchestration, online communities, and one-to-many customer engagement tools
    • Gainsight experience highly recommended
    • Excellent written and verbal communications skills
    • Strong interpersonal skills leading and contributing to cross-functional teams
      Additional Information
      
      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 $160,600/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.
      
      All your information will be kept confidential according to EEO guidelines.
      
      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.

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