Overview In this role you lead a Scale and Optimize Engineering team focused on accelerating enterprise adoption, maximizing renewals, and delivering strategic insights to enhance product value. You'll partner with Product, Engineering, Sales, and Renewals to drive customer success and continuous operational improvement. The role emphasizes strong customer relationships, coaching, and accountability in a growing, remote-friendly environment. You'll shape how customers realize ROI from Palo Alto Networks solutions while advancing team capabilities.
Responsibilities- Lead and manage Scale and Optimize Engineers to achieve high product adoption and serve as the primary technical point of contact for customers
- Guide the team through best practices, escalations, and hands-on prescriptive support across the customer journey
- Measure and improve key operational metrics: customer health, feature adoption, consumption, reference-ability, renewals
- Drive rapid deployment of Palo Alto Networks solutions to meet business and security objectives for customers
- Attract, hire, and onboard Scale and Optimize Engineers; foster cross-functional collaboration across the lifecycle
- Collaborate with Product and Engineering to push feature requests and enhancements; identify opportunities to upskill the team
- Coordinate with Sales and Renewals to uncover upsell opportunities and expand engagements
- Enhance customer lifetime value through advocacy and strong product feedback loops
- Engage with customer stakeholders up to C-Level; capture and relay feedback to internal teams for product/service improvements
- Assess customer interactions regarding product performance, usage depth, and support experience
Key requirements- 5+ years in pre-sales, account management, customer success, or related roles
- Experience with cloud platforms (GCP, Azure, or AWS) to drive adoption (preferred)
- Strong leadership with ability to inspire and influence
- Proven ability to persuade, negotiate, and build consensus
- Deep understanding of networking and security technologies
- Experience with SFDC and Gainsight; capable of creating reports/dashboards (highly preferred)
- Background in post-sales, sales, or consulting services
- Empathy for customers and passion for revenue growth
- Understanding of recurring revenue business models
- Analytical, process-driven mindset; commitment to continuous learning
- Excellent communication and presentation skills
- Demonstrated negotiation and strategy implementation success
- Ability to balance exceptional service with financial performance improvements
- Bachelor's degree or equivalent; CS or related field preferred
- empathetic leadership
- influence and negotiation
- clear communication
- Networking and security technologies
- Cloud platforms (GCP, Azure, AWS)
- Salesforce (SFDC)
