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About the Role

As an Enterprise Customer Success Manager, you will drive the growth and success of our ANZ business by ensuring mid-to-large enterprises maximize value from Palo Alto Networks (Idira products). You will collaborate with various technical teams to implement world-class Access and Identity solutions, enhancing customer satisfaction, retention, and expanding our security footprint.

Responsibilities

• Own the end-to-end customer journey from onboarding to adoption and advocacy.
• Drive the successful implementation and continuous value of Idira products across your customer portfolio.
• Collaborate with customers to develop tailored success plans and set critical goals.
• Design and execute a value-driven roadmap to help customers achieve their desired outcomes.
• Establish regular touchpoints with customers to review progress, provide updates, and measure success.
• Use executive dashboards and program status reports to ensure alignment and track performance.
• Position yourself as a strategic advisor to customers, establishing deep relationships and trust.
• Proactively drive the continued value and adoption of Idira products and services.
• Work closely with the Palo Alto Networks Account Team to identify opportunities for further product adoption and usage.
• Act as the voice of the customer internally, ensuring their needs and feedback are communicated effectively.
• Drive initiatives to enhance customer satisfaction and success based on customer input.
• Stay engaged with customers throughout their journey with Idira products, anticipating needs and proactively addressing challenges.
• Track key customer health metrics and KPIs.
• Identify potential issues early and collaborate with Palo Alto Networks teams to address them.
• Use internal tools like Gainsight to track customer activity and important data points.
• Identify areas of improvement in customer experience, products, and processes.
• Support the Regional Sales Team by advising on key customer renewals and expansion opportunities.

Requirements

• 8+ Years of Relevant Experience in customer success, consulting, post-sales technical account management, or similar roles.
• Proven ability to serve as a trusted advisor, working with clients at all levels.
• Exceptional project management skills with demonstrated success in managing complex, high-impact initiatives.
• Previous experience working with SaaS Identity and Access Management (IAM) solutions, or within an enterprise software company, is highly desirable.
• In-depth understanding of enterprise security solutions and offerings.
• Familiarity with security strategies and technologies essential to safeguarding large-scale environments.
• Strong knowledge of both cloud architecture and traditional on-premise IT environments.
• Solid understanding of IT security best practices and frameworks.
• Practical experience in implementing security measures and strategies for complex enterprise systems.
• Hands-on experience with enterprise directory services such as Active Directory, LDAP, Azure, and other identity management systems.
• A strong technological understanding of networking environments and IAM systems.
• Ability to translate technical requirements into actionable solutions.
• Excellent written and verbal communication skills.
• Ability to distill complex topics into clear, accessible language for both technical and non-technical audiences.
• Demonstrated ability to present complex technical topics to C-level executives in a simplified, business-oriented manner.
• Ready to deliver Executive Briefing Center (EBC) presentations with confidence and clarity.

Skills

• SaaS Identity and Access Management (IAM)
• Enterprise Software
• Enterprise Security Products
• Cloud Architecture
• On-Premise IT Environments
• IT Security Best Practices
• Enterprise Directory Services (Active Directory, LDAP, Azure)
• Networking Environments
• IAM Systems
• Communication Skills
• Project Management

Location

• ANZ

Work Type

• Full-time
• Onsite

Experience Level

• 8+ Years of Relevant Experience

About the Company

• Palo Alto Networks® is united by a shared mission to protect our digital way of life.
• We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
• We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• We believe collaboration thrives in person, supporting real-time problem-solving, stronger relationships, and precision that drives great outcomes.
• We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.

Equal Opportunity

• 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.
• 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.