Job Description
The Customer Fulfillment Manager (CFM) is responsible for serving as a liaison between Customers, Sales, Customer Success, and Services & Support functions. Primary duties will focus on the delivery of Support and Service elements to assigned strategic accounts in the Enterprise and Mid Market customer base, ensuring we are aligned with the Customer’s expectations and security needs. The CFM works closely with the Systems Engineering Leadership, Customer Support, and the Professional Services team, to develop and execute success plans for the service and support elements needed to ensure the customer’s security. Responsible for co-developing, documenting and implementing the Global Customer Services component(s) of the customer account plan, including a resourcing plan aligned to the financial performance goals.
In this role, you will be responsible for overseeing the delivery of Palo Alto Networks sold products and services as well as working with client stakeholders to identify business requirements and assist in aligning our solutions to meet those requirements. You will provide leadership and management direction to the delivery team supporting your customer(s) and all ongoing engagements; ensuring employee growth, full utilization and meeting business goals. You will also work closely with sales to ensure high CSAT and build strong/trusted relationships with the customer(s) in your assigned area of responsibility to ensure customer success and referenceability. Responsibilities:
Ensure all appropriate services are positioned and delivered to the customer to achieve both the financial targets (SA, revenue and P&L) and high levels of customer satisfaction through successful product deployment and network operations
Establish relationships with Palo Alto Networks product management, services, support & engineering teams to ensure alignment of customer requirements and product development
Create and maintain a program dashboard and provide weekly/monthly/quarterly status to all key stakeholders throughout the life of the engagement
Provide strategic direction and input to the technical development of the assigned team members to ensure they are able to successfully deploy services
Serve as a single point of contact for service performance on all Palo Alto Networks products and projects across all aspects of services and support for assigned accounts.
Interface with the partners to provide strategic direction and input to the development of their teams, product offerings and overall technical development.
Interface with the Sales team to:
Ensure customer technical requirements are understood and clear to the team.
Drive new business by utilizing Professional Services capabilities and offerings.
Ensure all customer engagements are successful.
Provide status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.
Provide input to the technical development of the Professional Services product offerings.
Aid in development of process improvement initiatives.
30+% travel is required.
Personal Attributes:
Excellent communication and reporting skills
Self-starter and self-motivated, willing to put in extra time
Clinical and attentive to detail
Natural ability to multi-task
Solution driven; able to react quickly and resolve issues so that the workflow can continue
Must be able to perform under pressure
Must be able to persuade and influence others
Good relationship builder with strong diplomacy skills
Must aspire to a culture of service excellence
Qualifications
EXPERIENCE:
CRM (workflow systems)
At least 5 years project management/ service delivery management or related experience
Account management experience advantageous
Proven track record of delivering projects within defined timelines under high pressure
Project & program management: able to manage complex projects including concurrent projects
Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
Must be able to partner with other departments and contractors to achieve targets
Customer management: tactful, resolute and committed to providing excellent customer service
Ability to deliver technical presentations competently.
Must be able to interfaces with customer “executive” level management on a regular basis
Delivering results: ability to plan and organize self and work in order to achieve objectives and targets
Maintain in-depth knowledge of product and service offerings
QUALIFICATIONS:
REQUIRED:
5+ years of building Internet security solutions at enterprise customers.
Strong technical knowledge of Internet security concepts and implementations/products.
Demonstrated leadership and team building capabilities.
Excellent written and verbal communication skills.
DESIRED:
Hands-on experience with the following technologies: Routing, Switching, VPNs, LANs, WANs, IPsec, and Encryption Technology.
Security certifications such as CISSP and or others.
EDUCATION:
Required: Undergraduate degree in a related field (EE, CE, IT, etc.)
Desired: Graduate degree (MBA or Master of Engineering).
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.
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.