At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Palo Alto Networks is looking for a Customer Support Strategy & Operations Manager to assist the Global Support Operations Team in coordinating projects within our Salesforce program through all phases of the project development life cycle. This hands-on role will oversee and manage a team of Business Analysts through the full life cycle of technical projects and programs to deliver high quality services for our customers with predictability. You will help bring order to a maturing program by thinking holistically and working cross functionally to design and improve processes and tools.
Business Systems Program
This individual will play a key role in leading a team of Business Analysts in the requirements definition, implementation, and on-going maintenance for Customer Support's tools and systems
Must have strong experience and understand Customer Support business processes and how technology can help facilitate these processes
Maintain a backlog of all technology related changes for Global Customer Services, help prioritize and participate in regular release management meetings to deliver these changes
Assists in driving RFP, Proposal and Statement of Works review, on-boarding of new tools and vendors and also managing project budgets
This position will often serve as the primary customer interface in understanding and documenting business requirements that solve a business need and serve as the lead in conjunction with Information Technology (IT) in developing new processes or enhancing current processes
This role will partner closely with the Customer Support team to enhance our systems and drive the implementation of long and short term business strategies to effectively achieve objectives
This is a cross-functional role, requiring tight partnership with Palo Alto Networks Global Customer Support teams, InfoSec, Information Technology, and Data and Analytics
Influences decision making and problem solving across programs, projects, and teams
Bachelor's degree in Business Administration or Information Technology or equivalent experience
5+ years experience leading teams and programs of significant complexity
Experience with Salesforce is required; experience with ServiceNow is a plus.
Oversee and manage projects for our Salesforce Service Cloud environment for Commercial and Federal customers in collaboration with our Information Technology team
Excellent communication (verbal and written), interpersonal and negotiations skills
Experience working in High Technology Support organizations is preferred
Ability to understand complex business problems and interpret business and technical requirements.
Own key projects and initiatives for Customer Support from inception to go live (including requirements gathering, scope documentation and testing)
Collaborate with Contact Center team to support CRM functions needed for routing of customer interactions
Drive a culture of case reduction and measurable improvement through process, product, documentation and training enhancements
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.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 firstname.lastname@example.org.
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.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $117,000/yr - $172,100/yr, The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here .
All your information will be kept confidential according to EEO guidelines
Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.