PALO ALTO NETWORKS® is the fastest-growing security company in history.
We offer the chance to be part of an important mission: ending breaches
and protecting our way of digital life. If you are a motivated,
intelligent, creative, and hardworking individual, then this job is for
you!
Palo Alto Networks is looking for an experienced enterprise support
delivery manager with a background in driving success within the
customer services team. The role is responsible for enabling customer
success for our Cloud Service offerings. In this high growth business,
scaling, optimization, dynamic spirit, and sustained performance are the
essentials. We are currently growing our cloud service offerings so
this person will have the responsibility to analyze the volume and
complexity, and hire the right talent and is expected to implement and
optimize performance that will keep Palo Alto Networks at the forefront
of the industry.
RESPONSIBILITIES:
- Customer Satisfaction: Customer support is a strategic
differentiator for Palo Alto Networks- helping drive customer
loyalty, reference ability and repeat business. You will be measured
by your ability to achieve the customer satisfaction goals and
Premium Plus renewal success.
- Performance Management: Ensure that team managers, leads and
engineers have the resources, cross-functional relationships, and
processes necessary to ensure success and sustained performance
through release cycles.
- Manage team schedules, phone, and web queues for incoming calls.
Manage team to operational metrics targets to drive
customer satisfaction. Perform case audits to ensure case handling
meets quality standards.
- Training and Mentoring: Directly provide and otherwise ensure
appropriate technical and soft skills training and mentoring.
- Establish Goals & Objectives: Set team goals in-line with overall
organizational goals. Also, set specific goals for direct reports.
- Perform annual reviews for all direct reports; set quarterly SMART
goals and provide regular feedback on performance.
QUALIFICATIONS:
- BA/BS in computer science or equivalent (MBA a plus)
- 10+ years’ experience in enterprise support and service delivery
preferred
- Excellent oral and written communication skills
- Experience working with SAAS offerings
- Passionate about customers and new technology
- Prior management experience
SPECIALIZED KNOWLEDGE AND SKILLS (PREFERRED):
- Technical experience in the Network Security Industry
- Experience as a network administrator (or equivalent) in an NT or
Unix environment
- Knowledge of Network Security (Routers, Switches, firewalls, VPN
routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
- Background in internetworking, LAN, and WAN technologies
- Broad understanding of IT infrastructures
- Working knowledge of AWS and Microsoft Azure
Learn more about Palo Alto Networks HERE and check out our FAST FACTS