Staff Customer Engagement & Programs Lead (Cortex)

Palo Alto Networks • Reston, TX

2d • Onsite

About The Position

Your mandate is to drive a reality where strategic customers feel progress, clarity, and care—without needing to chase it. You will move our feedback ecosystem from passive data collection to active roadmap negotiation, ensuring that the "Voice of the Field" is backed by revenue data and that our high-touch programs (Diamond, Betas) run with military precision.

Requirements

• 5+ years in Technical Program Management, Product Operations, or Customer Success Strategy.
• Proven experience managing customer feedback loops in a high-growth SaaS/Security environment.
• Ability to synthesize complex data into executive-level dashboards.
• Background in Technical Program Management (TPM), Product Operations, or Customer Success Operations.

Nice To Haves

• Systems thinker comfortable leveraging tools (Salesforce, Jira, Asana) to industrialize the flow of information.
• Diplomatic ability to navigate between Sales Vice Presidents and Engineering Leads.

Responsibilities

• Feedback Ecosystem Ownership: Repatriate and own the end-to-end Feature Request and Content Feedback systems. You will modify these systems to accept structured input from multiple stakeholders, ensuring a holistic view of the market. You will transition the organization from "ticket taking" to strategic prioritization, correlating technical requests with "Dollars at Risk" to influence the Product Management roadmap.
• Own the "System of Follow-Through" for Executive-level customer engagements. You track every commitment made in high-stakes meetings, assigning ownership and ensuring loops are closed before the customer asks.
• Diamond Program Architecture: Architect and implement improvements to our Product Management interlock program for our most critical customers.
• Beta Program Design: Partner with Product Management to design and execute structured Beta programs. Define the recruitment criteria, the feedback mechanism, and the exit criteria that determine if a solution or feature is field-ready for General Availability.
• Closed-Loop Communication: Act as the primary conduit for communicating roadmap decisions to stakeholders, building trust through transparency and clarity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed