Sr. Product Manager, IT Customer Experience

Company Description Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. 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.

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution.

From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEX Benefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

As a Senior Product Manager for IT Customer Experience, you will be instrumental in defining and driving the product strategy and roadmap for Palo Alto Networks' end-to-end customer journey within IT. Your focus will be on enhancing critical customer touch points related to licensing, onboarding, account management, and support, ensuring a seamless, efficient, and positive experience for our customers.

• 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. This includes managing the creation, update, extension, and overall management of product entitlements from inception to expiration.
• 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. This involves linking entitlements to customer accounts and Customer Support Portal (CSP) relationships.
• Oversee the development and improvement of customer support tools and processes, including the ability for customers to open, track, and elevate support cases online in real-time within the Customer Support Portal.
• Collaborate with cross-functional teams (Engineering, Support, Sales, CX) to gather requirements, define user stories, and ensure successful product delivery.
• 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.

• 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
• Familiarity with Customer Success platforms (e.g., Gainsight) to manage customer journeys and outcomes.
• Strong analytical skills with the ability to define and track product metrics and KPIs.
• Excellent communication, collaboration, and stakeholder management skills.

The compensation offered for this position will depend on qualifications, experience, and work location. For…