Aakash Singh
Technical Customer Success Manager
New Delhi
Summary
Dynamic and results-driven Technical Customer Success Manager with over 7 years of experience, recognized for exceptional productivity and effective task execution. Expertise in cloud technologies, including Prisma Access SASE/SSE, SaaS security-as-a-service, and CASB/DLP, combined with a strong focus on client relationship management and product troubleshooting, ensures high levels of customer satisfaction and retention/renewals.
Proven ability to communicate complex concepts clearly and deliver impactful presentations to stakeholders and non-technical management, enhancing engagement and understanding. Adaptability in navigating intricate customer challenges establishes a trusted advisor role, dedicated to driving success and delighting clients.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Customer Success Engineer
Palo Alto Networks
07.2023 - Current
- Managing a portfolio of 55+ top-tier accounts, maintaining strong relationships through exceptional service delivery, and attention to detail.
- Collaborating with Sales to facilitate a positive and welcoming onboarding experience for our customers, making sure they adopt our product from 0% to 100%, and fulfill any gaps or deal with any roadblocks as per their use case.
- Contributed to company-wide initiatives and projects aimed at improving overall renewals performance and customer satisfaction.
- Streamlined communication between engineering and customer-facing technical support teams, ensuring faster resolution times for complex issues.
- Subject matter expert in cloud technologies: Prisma Access SASE/SSE, CASB, DLP, and monitoring tool Autonomous DEM (ADEM). Making sure their implementation and adoption go well.
- Best in terms of providing technical guidance, resolving queries, managing accounts, and providing best practice assessments to top Palo Alto clients.
- Establish a regular cadence of meetings with clients to keep in touch and check if they have any kind of roadblocks in adopting the product.
- Giving interactive presentations for new features, and educating technical teams, stakeholders, and non-technical management.
- Mentor new joiners, share experiences, and have knowledge transfer among teammates.
- Escalation management of TAC cases, collaborating with the engineering team, and internal product managers.
- Collaborate with Sales and Accounts teams, provide technical mentorship, and build best practices on architecture, value, and adoption.
- Pursued timely interactions with existing clients to gauge satisfaction, resolve objections and secure contract renewals.
Senior Network Security Engineer (palo Alto TAC)
Palo Alto Networks
12.2021 - 05.2025
- Resolved 1,000+ incidents by isolating and troubleshooting issues over Next-Generation Palo Alto firewalls.
- Worked on Panorama/Panorama-VM and managed different models of firewalls: PA-220, PA-440, PA-800, PA-3000, PA-5000, and 7000 series. Also, including PA-VMs (Palo Alto virtual machines over cloud platforms such as Azure and AWS).
- Experienced in troubleshooting issues related to IPsec, OSPF, SSL VPN, digital certificates, and URL filtering.
- Configure and troubleshoot the scenario of user ID agents for the authentication and authorization of services provided to users by using LDAP, RADIUS, and TACACS.
- Best at giving customer or client support over Zoom or phone calls.
- Fast in resolving and isolating network issues to minimize the impact on the organization.
Network Engineer II
Cisco TAC
09.2019 - 05.2025
- Performed troubleshooting on Cisco Catalyst switches: 2960, 3750, 3850, 4500, 6500, and 6880. Also, I worked on switch modules for ISR and ASR routers.
- Acquired and maintained advanced knowledge of networking protocols, including EIGRP, OSPF, STP, VTP, DNS, DHCP, and ARP.
- Strong in the basics of VPN technologies, including the IPsec protocol suite, SSL protocols, and GRE tunnel.
- Deep understanding of inter-VLAN routing, creating SPAN and embedded captures for analysis in Wireshark.
- Reproduce customer issues to verify problems, and provide feedback to the engineering team to file new bugs for iOS, and give a workaround or a resolution.
Education
Bachelors of Computer Applications - Information And Communication Technology
Bharati Vidyapeeth Deemed University
Delhi, India03-2019
HIGH SCHOOL DIPLOMA - Non-Medical Science
St. Froebel Sr. Sec. School
Delhi03-2015
Skills
Customer success, TCP/IP, Firewalls, SASE, Wireshark, BGP, OSPF, SSL/TLS, DLP, CASB
Certification
PCNSE, CCNA
Timeline
Customer Success Engineer
Palo Alto Networks
07.2023 - Current
Senior Network Security Engineer (palo Alto TAC)
Palo Alto Networks
12.2021 - 05.2025
Network Engineer II
Cisco TAC
09.2019 - 05.2025
Bachelors of Computer Applications - Information And Communication Technology
Bharati Vidyapeeth Deemed University
HIGH SCHOOL DIPLOMA - Non-Medical Science
St. Froebel Sr. Sec. School