Sr Customer Experience Analyst

Senior Customer Experience Analyst

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.

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!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As a Senior Customer Experience Analyst, you will be a key member of the Professional Services Operations team, responsible for enhancing the customer journey by managing critical operational processes. You will ensure data integrity, support the delivery team, and drive process improvements that directly impact customer success. This role requires exceptional attention to detail, strong analytical skills, and a proactive approach to thriving in a fast-paced, multi-tasking environment. Key Responsibilities:

• Manage the end-to-end subcontractor purchase requisition process, including creating engagement letters, building purchase requests, and tracking approvals.
• Oversee supplier purchase order funds, collaborating with Professional Services managers to manage budgets and process requests for additional funding.
• Track and analyze subcontractor costs for the NAM region, providing regular and ad-hoc reporting to support strategic decision-making.
• Ensure data integrity by diligently updating systems and tools, such as the PSA tool (Clarizen), with required project and financial information.
• Collaborate with pre-sales teams by building and managing the review process for Statement of Works (SOWs) and service contracts.
• Support the project delivery team by creating and setting up projects within the PSA tool (Clarizen) to ensure a smooth handoff.
• Proactively identify and recommend opportunities for process improvements based on data analysis to enhance operational efficiency and service quality.
• Uphold and contribute to organizational standards to maintain high-quality service delivery and customer satisfaction.

Qualifications

Required Qualifications: Bachelor's degree in Business Administration, Finance, or a related field, or equivalent practical experience. 5+ years of experience in an operations, business analyst, or project coordination role, preferably within a professional services or technology organization. Demonstrated experience with financial processes such as purchase requisitions, purchase order management, and cost tracking. Proficiency with Professional Services Automation (PSA) tools (e.g., Clarizen, NetSuite OpenAir) and CRM systems. Strong analytical skills with proven experience in creating reports and deriving actionable insights from data.

Preferred Qualifications: Experience working with subcontractor and vendor management processes. Familiarity with creating and managing Statement of Works (SOWs) or similar contractual documents. Advanced skills in spreadsheet software (e.g., Microsoft Excel, Google Sheets), including pivot tables and complex formulas. A self-starter mentality with a proven ability to simplify complex processes and focus on details to achieve results.

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.