Service Delivery Leader

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%
• Fluent French speaking skills required