Director – Area Lead Global Customer Success

Job Description

Your Career

The Senior Director/Director of GCS at Area level will be a member of the Palo Alto Networks Global Customer Service Leadership Team in EMEA and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experience and outcomes. 

This high visibility, high impact role is responsible for the GCS organisation which provides end-to-end post sale support to customers ensuring all customers are reliably deployed, fully adopted, technically healthy and achieving value from their Palo Alto Networks investments.. This position will report directly to the VP GCS in EMEA.

Your Impact

• Manage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the Area on a quarterly and annual basis
• Proactively engage with and represent as the SPOC and owner, all GCS related topics in Area and execute in alignment with Theatre and Global GCS processes and ways of working
• Collaborate with sales leadership and proactively interface with CIO/CISO level customer leadership to gain insight and feedback on how to provide the best post sales experience. Lead when necessary in critical customer situations
• Work in alignment with the Area leaders to represent PANW to customers where required and deliver an exceptional customer experience
• Actively participate as a core leader of the GCS EMEA leadership team bringing the specific Area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Build a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in Area
• Develop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisations
• Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
• Own and drive the overall GCS execution programs; measure, monitor, and report GCS key quarterly targets and metrics and drive programs to assure continuous improvement 
• Lead the operating cadence of the business. Create the right operational metrics that are impactful to the customer experience and operating productivity and drive the right priorities and goal settings that deliver measurable improvements

Qualifications

What You Bring 

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• Passion for creating diverse teams and a customer obsessed, outcomes focused culture. Ability to inspire and attract the best talent
• Ability to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisations
• Executive presence; The ability to effectively communicate and influence at senior levels with customers and within the organisation 
• P&L/Run the Business experience and mindset; Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance

Your Experience

• 10+ years’ experience in a high growth SaaS/Cloud Enterprise Organization, or similar experience. Including at least 5+ years in a leadership capacity
• Demonstrated experience leading global direct/indirect teams of +10 in customer success, professional services and/or Support organisations
• Experience managing quantified metrics and execution programs to deliver exceptional results and customers satisfaction
• Customer facing experience in senior roles
• Travel requirement up to 30% within the Area
• Experience building and growing teams with both direct and indirect reporting lines
• History of building trusting relationships with regional and Area-level PS delivery teams, Engineering, Sales, Marketing, and service delivery Partners
• STEM Bachelor’s Degree required or equivalent experience. Master’s degree preferred