Customer Fulfillment Manager

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

Your Impact

Account & Escalation Management

• Take Total Ownership: Act as the single point of contact (SPOC) for service performance, product deployments, and support projects across assigned accounts.
• Execute the 5 Pillars of Fulfillment: 1. Respond promptly to TRRs and escalations. 2. Communicate regularly with stakeholders. 3. Identify and mobilize helpful cross-functional teams. 4. Monitor progress to prevent workflow stagnation. 5. Confirm swift resolution of complex issues.
• Manage TRR Lifecycles: 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.

Cross-Functional Collaboration & Leadership

• Mobilize the Ecosystem: Establish strong relationships with Palo Alto Networks Product Management, Services, Engineering, and TAC (Technical Assistance Center) to align customer technical requirements with product development.
• Partner with Sales: Work hand-in-hand with the Sales team to understand customer requirements, communicate case statuses, and drive new business by utilizing Professional Services offerings.
• Governance & Reporting: 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 & Personal Attributes

• 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.

Qualifications

Your Experience

• Education: Undergraduate degree in a related technical field (EE, CE, IT, etc.).
• Experience: 5+ years of project management, service delivery management, or related technical account management experience.
• Technical Expertise: 5+ years of building Internet security solutions at enterprise customers, with a strong technical knowledge of cybersecurity concepts, implementations, and products.
• Systems Familiarity: Proven hands-on experience using CRMs and enterprise workflow systems to manage concurrent, complex projects.

Desired Qualifications:

• Education: Graduate degree (MBA or Master of Engineering).
• Certifications: Security certifications such as CISSP, CISM, or equivalent.
• Technical Depth: Hands-on experience with networking technologies (Routing, Switching, VPNs, LANs/WANs, IPsec, and Encryption Technology).

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$140,000.00 - $192,500.00/yr

Our Commitment

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.

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  accommodations@paloaltonetworks.com.

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.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.