Rachel Soper

Experience

1. Senior Customer Success Manager

   Palo Alto Networks

   Sep 2023 — Present

   Primary point of contact for a $12M Book of Business, overseeing deployment, adoption, and supportDevelop a strong partnership with customers, from collaborating on success plans with C-Suite executives to driving product adoption with end usersPartner cross-functionally with technical and sales teams to develop success plans tailored to customer\'s business priorities, assess customer health, identify expansion opportunities, and drive renewalsCreated and led a technical training program for Customer Success Managers globally to enhance our knowledge on the products we work with, therefore better supporting our customers and helping them achieve their security automation goalsAdvocate for customers across teams, including Product Management, Engineering, and SupportProactively mitigate and manage critical escalations and at-risk accounts, effectively communicating with internal and external stakeholdersTrack and report on customer success metrics using Gainsight