Palo Alto Networks is looking to define and drive the product strategy and roadmap for their end-to-end customer journey within IT, focusing on enhancing critical customer touch points related to licensing, onboarding, account management, and support to ensure a seamless, efficient, and positive experience.
Requirements
- 5+ years of product management experience, with a strong focus on customer-facing products or platforms.
- Proven experience in managing customer licensing and entitlement systems, including entitlement lifecycle management and order processing.
- Demonstrated success in improving customer onboarding processes, such as product activation and initial setup.
- Expertise in customer account management and understanding of customer journey mapping, including providing a 360-degree view of customer information.
- Experience with customer support processes and tools, including case management systems.
- Experience with enterprise case creation and management platforms, including integration with systems like Salesforce.com.
- Familiarity with Customer Success platforms (e.g., Gainsight) to manage customer journeys and outcomes.
Responsibilities
- Lead the product lifecycle from ideation to launch and continuous improvement for customer-facing IT products and services.
- Define and manage the product roadmap for customer licensing and entitlement management, ensuring accurate and reliable data for customers and internal teams.
- Drive initiatives to optimize the customer onboarding experience, including device registration, activation, and initial support entitlement setup within platforms like the Customer Support Portal.
- Enhance customer account management capabilities, providing a comprehensive view of customer information, product usage, and health.
- Oversee the development and improvement of customer support tools and processes, including the ability for customers to open, track, and escalate support cases online in real-time within the Customer Support Portal.
- Utilize data-driven insights from dashboards and customer health metrics to identify pain points and opportunities for improvement in the customer journey.
- Act as a subject matter expert for customer experience within IT, advocating for customer needs and driving solutions that align with business objectives.
Other
- Collaborate with cross-functional teams (Engineering, Support, Sales, CX) to gather requirements, define user stories, and ensure successful product delivery.
- Excellent communication, collaboration, and stakeholder management skills.
- The compensation offered for this position will depend on qualifications, experience, and work location.
- We are committed to providing reasonable accommodations for all qualified individuals with a disability.
- Palo Alto Networks is an equal opportunity employer.
