Palo Alto Networks · 1 hour ago
Sr. Product Manager, IT Customer Experience
Santa Clara, CA
Full-time
Hybrid
Senior Level
$141K/yr - $229K/yr
5+ years expPalo Alto Networks is a cybersecurity company dedicated to protecting the digital way of life. As a Senior Product Manager for IT Customer Experience, you will define and drive the product strategy and roadmap for enhancing customer touch points related to licensing, onboarding, and support, ensuring a seamless experience for customers.
Cloud SecurityCyber SecurityNetwork SecuritySecurity
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. 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 escalate 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
Qualification
Required
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
Preferred
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
Strong analytical skills with the ability to define and track product metrics and KPIs
Excellent communication, collaboration, and stakeholder management skills
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (484)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
SEC Filings
2025-12-31
2025-12-30
2025-12-30
Company data provided by crunchbase