Service Delivery Leader

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.


Job Description

Your Career

Service Delivery Leaders serve with an account-centric focus managing the customer lifecycle serving as the Voice of the Customer. In this role, you will operate as the point of contact for the post-sales journey driving adoption and consumption across the breadth of Palo Alto Networks’ products. Account Customer Success Managers operate across Cyber, Cloud, and Network Ops technologies paired with subject matter experts. We work with customers to deliver value and maximize the security & value of their investments in Palo Alto Networks products. In this role, you will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

Your Impact

Account Management

Key account ownership and relationship management for Palo Alto Networks’ largest customers

Operate as primary point of contact for multiple product lines supporting the customer journey

Operating cross-functionally with clients, end user through C-suite, and internal partners across product lines - Cloud, DevSecOps, Network, and AI security

Customer Impact

Own customer planning, deployment, adoption, account-level reviews, and escalations

Builds and manages the customized product delivery to the customer’s tech environment

Understands Customer Security Priorities and is able to translate it to Success Plans

Partnership

Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals

Partner with Post-Sales teams as Professional Services , Customer Success & Support

Engage and coordinate customer delivery across Palo Alto Networks team members including engineering and professional services


Qualifications

Your Experience

8+ years of professional experience in a customer-facing role, managing high-touch, high visibility post-sales engagements

Specialization in software product and service delivery to strategic customers with an expertise in 1+ of the following areas

Cloud Security

DevSecOps

Network Security

Security Operations

Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth

Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations, balancing customer expectations, and negotiating successful resolutions

Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Bonus - Client-focused program management

Bonus - Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)

Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites - Potential for 10-15%


Additional Information

The Team

To stay ahead of the curve, it’s critical to know where the curve is. Our team is creating the curve for digital service experiences.

As the fastest growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as the rest of our products, which rounds out Palo Alto Networks’ mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer outcomes. The Digital Customer Experience team seeks to deliver services through a fully-digitized and preferred journey.

Our Customer Success team is crucial to our success and mission. As part of this team, you’ll be responsible for some of our most strategic customers in the ANZ region. You’ll be enabling, guiding and consulting customers through their deployment and adoption journey. Working across all levels within your customers organisations and partnering cross functionally within PANW.

You’ll be ensuring that your customers are successful with our products and as threats evolve and technology changes, you continue helping them to accomplish their desired outcomes.

Our Commitment

We’re problem solvers that 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, *** (including pregnancy), ****** orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.