Palo Alto Networks

Technical Customer Success

• Manage a team driving key technical outcomes, product adoption, and serving as the point of contact for technical and product questions
• Lead Scale and Optimize Engineers in customer best practices, escalations, prescriptive guidance, and technical support
• Measure team effectiveness against Customer Health, feature adoption, Consumption, Reference-ability, and Renewals metrics
• Ensure customers maximize return on investment by implementing and operationalizing Palo Alto Networks solutions
• Attract, hire, retain, and onboard Scale and Optimize Engineers
• Foster collaboration across internal teams and the customer lifecycle
• Work with Product and Engineering managers on feature requests, enhancements, and opportunities to improve the Scale and Optimize team
• Partner with Sales representatives and Renewals managers on opportunities and upsell potential
• Increase customer lifetime value through advocacy and reference-ability
• Engage with customer stakeholders from management through C-level/influencer
• Capture and communicate customer feedback internally
• Assess interactions with top customers, including product performance, usage, and support experience
• Drive continuous operational improvement, quality management, innovation, and accountability

Manager, Customer Success Engineering

Support Engineer

• Deliver technical assistance to customers through troubleshooting, configuration verification, and diagnostics for networking and security issues
• Own support cases from initiation through resolution
• Isolate faults and perform root-cause analysis while maintaining ticketing-system documentation
• Replicate customer network issues and validate configurations by simulating network topologies in a lab environment
• Collaborate with support teams, Account teams, QA, and Engineering to report product defects and track issue updates
• Document technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base
• Use AI-powered diagnostic utilities, automated log analyzers, and machine-learning search tools to improve troubleshooting and reduce resolution time

Technical Support Engineer

Systems Engineer

• Partner with sales teams to meet and exceed sales quotas through strategic technical account plans
• Position, demonstrate, and design security architectures across the Palo Alto Networks portfolio
• Architect complex environments across network security, security operations, and cloud security
• Drive customer adoption of the Palo Alto Networks security platform
• Conduct technical discovery and align solutions to customer requirements
• Lead proof-of-concept engagements, technical workshops, and product demonstrations
• Collaborate with Professional Services, Customer Success, and Specialist teams on implementation and adoption
• Communicate complex security concepts to technical practitioners and executive leadership
• Orchestrate Specialists, Channel Partners, and Customer Support resources for customer success
• Promote end-to-end security solutions and partner professional services
• Monitor industry trends, competitive landscapes, and emerging security threats
• Contribute to personal development, the District Systems Engineer community, and industry events
• Support cross-training and platform expertise across SOC, Cloud, Networking, and NetSec
• Grow toward portfolio architect expertise spanning NGFW, SASE, SOC, Cloud, and Unit 42 consulting services
• Build and maintain customer relationships while applying consulting skills
• Design and architect large, complex environments
• Develop business acumen with potential progression toward CTO/CIO/CISO-level leadership
• Serve as a technical leader, role model, and mentor for inside Systems Engineers

District Systems Engineer

Sales

• Serve as a Sales Specialist for Palo Alto Networks’ Management and Trust solution portfolio, including Venafi and Quantum
• Act as the primary resource for the field sales force
• Acquire new customers and grow existing customers in an assigned regional geography
• Establish and maintain executive-level customer relationships, including with CISOs, CIOs, and leaders responsible for identity, IAM, security, risk, compliance, and operations
• Develop and present compelling business cases covering cost drivers, benefits, and risks
• Partner with Sales Account Teams, Solutions Engineers, and Professional Services to align technology architecture with customer business outcomes
• Work with Customer Success to support product adoption and realize customer technology investment value
• Collaborate with channel partners, resellers, and systems integrators to penetrate new accounts and extend market reach
• Communicate customer requirements and use cases to improve Palo Alto Networks’ Identity solution portfolio
• Drive account management activities including solution creation, offering configuration, order issuance, service delivery, service management, and revenue recognition
• Act as an internal subject-matter expert on Identity and competitive positioning
• Identify, scope, negotiate, and close sales opportunities to meet or exceed quota
• Provide account plans and strategies to win new business with new and existing customers
• Travel approximately 40% within the assigned territory and other locations

Machine Identity Sales Specialist

Account Manager

• Develop territory plans for a defined set of accounts in collaboration with management
• Build product knowledge, map products to customer strategic imperatives, and articulate business value to C-suite, technical, product, and finance decision-makers
• Plan engagement activities to build and maintain enterprise accounts and deliver revenue above quota
• Follow up on incoming or self-generated leads and articulate identity security and privileged access management needs and methodologies
• Lead the full sales cycle from lead generation through proof of technical and business value, negotiation, contracting, and deal closure
• Forecast business accurately and maintain Salesforce CRM systems with up-to-date business information
• Operate within the Major Account Executive team and lead cross-functional go-to-market and marketing teams
• Work with channel partners to extend sales and delivery reach
• Manage enterprise customers across the Germany territory

Major Account Manager

Customer Success Manager

• Own and drive onboarding, adoption, and advocacy across a portfolio of customers
• Build success plans, establish critical goals, and help customers achieve their objectives
• Design and execute a value roadmap for each customer
• Establish weekly, monthly, and quarterly cadence calls
• Conduct quarterly business reviews for IDIRA solutions
• Review executive dashboards and program status while monitoring customer health metrics and KPIs
• Act as a trusted or strategic advisor to customers and drive continued product and service value
• Partner with account executives, security architects, sales engineers, and training teams to identify new usage opportunities
• Build contract renewal, upsell, and cross-sell opportunities
• Define and execute success plans for at-risk customers with functional teams
• Advocate internally for customer needs
• Use internal tools, including Gainsight, to archive customer activity and key data
• Identify and communicate product and process improvements in customer experience

Enterprise Customer Success Manager

Solutions Engineer

• Drive technical leadership and guide customers through security transformation journeys
• Define technical solutions that secure customers’ key business imperatives
• Own technical aspects of assigned accounts end-to-end, including solution fit, deployment quality, adoption, and ongoing technical health
• Evangelize Palo Alto Networks’ on-premises, cloud, and security operations services
• Build and implement strategic technical account plans targeting cross-platform solutions
• Conduct foundational discovery to understand and articulate prospect and customer technical priorities
• Identify technical stakeholders and cultivate relationships to drive security architecture transformation roadmaps
• Position, demonstrate, and create high-level designs across the Palo Alto Networks portfolio
• Lead technical validation efforts to achieve technical wins in assigned opportunities
• Promote focused Palo Alto Networks solutions and align with Professional Services to support customer outcomes and product adoption
• Provide project-specific technical ownership and advisory support for solution validation, deployment readiness, initial adoption, feature alignment, and technical health
• Monitor customer usage and outcomes to identify optimization opportunities and potential risks
• Collaborate with Professional Services, Customer Success, Specialists, Channel partners, and Support teams
• Guide customer decision-making through technical engagements, product briefings, demonstrations, and workshops
• Present Palo Alto Networks’ platform value and differentiate it from competitors
• Continuously develop technical and professional skills and participate in internal knowledge sharing

Solutions Consultant

• Partner with customers to secure their entire digital experience
• Lead and drive sales engagements
• Drive and orchestrate large, complex sales cycles
• Work with internal partners and teams to serve customers
• Identify customer business challenges through consultative selling
• Create solutions for prospects and customers
• Understand competitive landscapes and customer needs
• Position Palo Alto Networks solutions effectively
• Develop territory plans, establish clear goals, and complete accurate forecasts
• Use prospect stories to create compelling account-specific value propositions
• Stay current on industry news and trends affecting products and services
• Travel as necessary within the territory and to company-wide meetings

Artificial Intelligence

• Stand up and lead a dedicated AI Center of Excellence
• Partner with Regional Leaders, Support, Product, Engineering, and Sales to create a unified AI integration experience
• Drive alignment across teams in the Cortex and Cloud “speedboat” model
• Shape delivery innovation and influence product direction
• Lead transformation of automation and AI integration into the global services model
• Standardize delivery practices, identify risks, and drive data-backed decisions to improve service health
• Align Global Customer Support, Sales, Product, Engineering, and Partner teams to drive customer and business outcomes
• Represent the AI COE in global forums and advocate for AI transformation insights and regional needs
• Lead teams through complex workflow transitions, rapid change, and new AI-driven delivery models
• Drive deployment of Agentic initiatives to build, vet, and index specialized agentic workflows
• Build, develop, and mentor a high-performing technical organization focused on AI innovation
• Upskill team resources in advanced prompt engineering and agentic multi-agent architecture designs
• Create a culture grounded in accountability, continuous learning, and operational excellence

Senior Director, AI Center of Excellence

Operations

• Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization
• Liaise with Corporate Finance and RevOps on headcount planning, budget allocation, capacity modeling, and revenue forecasting
• Develop data-driven models aligning resources with business needs and global customer coverage requirements
• Oversee standardized global dashboards for NRR, GRR, Time-to-Value, and churn risk
• Establish global business metrics and MBO strategies
• Lead recurring business reviews to address performance gaps and drive accountability
• Design and implement automated procedures across the customer lifecycle, from onboarding to expansion
• Lead deployment and optimization of the Customer Success technology stack, including Gainsight, Salesforce, Snowflake, and Tableau
• Design training plans and change management strategies for Customer Success and Professional Services teams
• Unite Customer Success with Product, Sales, and Support to ensure cohesive account management
• Hire, mentor, and lead a global team of operations managers and data analysts
• Serve as the strategic and operational backbone of the Global Technical Services organization, connecting customer insights, portfolio strategy, and go-to-market execution

Director of Operations, Global Technical Services

Marketing

• Own, develop, execute, measure, and continuously optimize the integrated marketing plan for Germany’s Public Sector
• Translate EMEA marketing strategy and business priorities into market-specific programs that drive pipeline and growth
• Serve as the go-to marketing expert for Public Sector in Germany
• Build relationships with Sales Leadership and cross-functional stakeholders, providing market, customer, and pipeline insights
• Build relationships with Public Sector customers, key stakeholders, and thought-leadership organizations
• Define and lead integrated marketing programs across strategic accounts and target segments
• Leverage account-based marketing, demand generation, digital engagement, events, executive programs, and thought leadership
• Shape and deliver executive engagement initiatives, including CxO programs, executive roundtables, and strategic experiences
• Drive pipeline creation and acceleration across the Public Sector
• Own marketing performance measurement and optimization using data, attribution, account insights, and pipeline intelligence
• Establish success metrics, evaluate impact, optimize investments, and provide recommendations to Sales and Marketing Leadership
• Drive cross-functional alignment across Sales, Marketing, and key stakeholders
• Communicate marketing priorities, performance, and recommendations to build alignment and drive business outcomes

Field Marketing Manager – Public Sector

Security Analyst

• Serve within the customer-focused function of the Unit 42 MDR team
• Provide proactive communication and technical guidance to customers
• Support onboarding activities for new customers
• Monitor, triage, and route incoming customer communications
• Answer technical questions related to alerts, reports, incidents, and recommendations
• Partner with MDR analysts to address customer questions regarding incidents, threats, and investigations
• Own the customer communication lifecycle during active incidents
• Ensure timely updates, clarity, and alignment on next steps
• Drive consistency and quality in communicating incidents, findings, and threat intelligence externally
• Escalate and advocate for customer issues internally across Product, Engineering, and broader Unit 42 teams

Customer Security Analyst, MDR

Revenue Operations

• Support the SaaS renewals business through forecasting, churn reporting, and predictive analytics
• Develop and maintain renewal rate forecasting and risk models
• Conduct risk and churn analyses using predictive analytical models
• Lead forecast calls and business reviews with global renewal managers
• Collaborate with Revenue Operations and Renewal Sales leaders to build total forecasts
• Partner with BI and IT teams to enhance and build renewals business modeling
• Work with IT and Sales Operations to optimize Salesforce territory and opportunity management
• Drive operational health through daily management of performance metrics

Senior Revenue Operations Analyst

• Meet and exceed sales quotas by building and implementing strategic, technical account plans targeting cross-platform solutions
• Understand customer business requirements and position, demonstrate, and create high-level designs across the Palo Alto Networks portfolio
• Drive customer adoption of the Palo Alto Networks platform
• Build customer relationships by improving productivity, operational efficiency, security efficacy, and flexibility to innovate
• Conduct discovery to understand and articulate prospects’ and customers’ technical, operational, and commercial imperatives
• Collaborate with Professional Services, Customer Success, Specialist teams, Customer Support, and Channel Resources on implementation and adoption
• Deliver effective presentations, customer-specific demos, technical engagements, and workshops
• Lead technical validation efforts to ensure technical wins in assigned opportunities
• Promote end-to-end solutions including Palo Alto Networks and/or partner professional services
• Differentiate Palo Alto Networks’ cybersecurity leadership from competitors
• Develop technical and professional skills through participation in the Solutions Consultant community and industry events
• Identify technical stakeholders and cultivate relationships to drive security architecture transformation roadmaps
• Travel as required to support in-person customer meetings

Engineer

• Execute technical migration of customer environments from legacy to modern platforms
• Own policy mappings, data retention configurations, API setups, and log ingestion validations against Palo Alto Networks Golden Standard design templates
• Run practitioner-focused Day in the Life workshops
• Educate customer teams on native platform workflows, alert triage, incident response, Agentic-AI, and automated playbooks
• Deliver 1-on-1 and cohort-based training
• Lead structured Value Realization sessions with customer technical stakeholders
• Use native platform dashboards to demonstrate ROI, security efficacy, and operational efficiency
• Secure formal project sign-off and customer satisfaction
• Own the end-to-end customer transition lifecycle within a synchronized global model

Manager, Customer Success Engineering

Technical Support Engineer

District Systems Engineer

Machine Identity Sales Specialist

Major Account Manager

Enterprise Customer Success Manager

Solutions Consultant

Major Account Manager

Senior Director, AI Center of Excellence

Director of Operations, Global Technical Services

Field Marketing Manager – Public Sector

Customer Security Analyst, MDR

Senior Revenue Operations Analyst

Solutions Consultant

Transformation Success Engineer