Customer Fulfillment Manager

Job Summary

Your Impact
Account & Escalation Management
Take Total Ownership: Act as the single point of contact (SPOC) for service performance, product deployments, and support projects across assigned accounts.
Execute the 5 Pillars of Fulfillment: 1. Respond promptly to TRRs and escalations. 2. Communicate regularly with stakeholders. 3. Identify and mobilize helpful cross-functional teams. 4. Monitor progress to prevent workflow stagnation. 5. Confirm swift resolution of complex issues.
Manage TRR Lifecycles: Partner with Sales to ensure Technical Resource Requests (TRRs) are initiated. Use decisive judgment to establish creation deadlines, keeping issues top-of-mind and tracking critical workload trends.
Cross-Functional Collaboration & Leadership
Mobilize the Ecosystem: Establish strong relationships with Palo Alto Networks Product Management, Services, Engineering, and TAC (Technical Assistance Center) to align customer technical requirements with product development.
Partner with Sales: Work hand-in-hand with the Sales team to understand customer requirements, communicate case statuses, and drive new business by utilizing Professional Services offerings.
Governance & Reporting: Create and maintain program dashboards. Provide weekly, monthly, and quarterly status updates on all major activities, issues, and escalations to Customers, Account Teams, and Services leadership.

Requirements & Personal Attributes

• Decisive & Action-Oriented: A self-starter who thrives under pressure and can make quick decisions to overcome obstacles delaying service delivery.
• Clinical Communication: Exceptional written, verbal, and presentation skills. Ability to confidently interface with customer executive-level management on a regular basis.
• Diplomatic Relationship Builder: A natural multitasker who can persuade, influence, and build strong cross-departmental partnerships.

Qualifications

• Education: Undergraduate degree in a related technical field (EE, CE, IT, etc.).
• Experience: 5+ years of project management, service delivery management, or related technical account management experience.
• Technical Expertise: 5+ years of building Internet security solutions at enterprise customers, with a strong technical knowledge of cybersecurity concepts, implementations, and products.
• Systems Familiarity: Proven hands-on experience using CRMs and enterprise workflow systems to manage concurrent, complex projects.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. $140,000.00 - $192,500.00/yr

Our Commitment

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.

Is Role Eligible for Immigration Sponsorship?

No.