Customer Fulfillment Manager

Palo Alto Networks is committed to protecting our digital way of life through innovative technology. They are seeking a Customer Fulfillment Manager to take total ownership of service performance and product deployments while collaborating cross-functionally to align customer requirements with product development.

Responsibilities:

• Act as the single point of contact (SPOC) for service performance, product deployments, and support projects across assigned accounts
• Respond promptly to TRRs and escalations
• Communicate regularly with stakeholders
• Identify and mobilize helpful cross-functional teams
• Monitor progress to prevent workflow stagnation
• Confirm swift resolution of complex issues
• 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
• Establish strong relationships with Palo Alto Networks Product Management, Services, Engineering, and TAC (Technical Assistance Center) to align customer technical requirements with product development
• Work hand-in-hand with the Sales team to understand customer requirements, communicate case statuses, and drive new business by utilizing Professional Services offerings
• 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:

• Undergraduate degree in a related technical field (EE, CE, IT, etc.)
• 5+ years of project management, service delivery management, or related technical account management experience
• 5+ years of building Internet security solutions at enterprise customers, with a strong technical knowledge of cybersecurity concepts, implementations, and products
• Proven hands-on experience using CRMs and enterprise workflow systems to manage concurrent, complex projects
• 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
• Graduate degree (MBA or Master of Engineering)
• Security certifications such as CISSP, CISM, or equivalent
• Hands-on experience with networking technologies (Routing, Switching, VPNs, LANs/WANs, IPsec, and Encryption Technology)