Service Delivery Leader

Summary

Join Palo Alto Networks as a Service Delivery Leader and become the Voice of the Customer, managing services engagements for our most strategic clients. Lead the post-sale services engagement, acting as the primary point of contact and driving value, adoption, and consumption across the Palo Alto Networks Security platform. Partner with a team of services professionals and collaborate with customer leadership (CISOs, CIOs, CTOs) to deliver committed outcomes and maximize customer investment. Work with the world’s largest organizations, developing success plans, identifying expansion opportunities, and ensuring renewals. Maintain executive relationships, proactively mitigate escalations, and track key customer success metrics. Engage in pre-sales activities, translating customer business requirements into service delivery capabilities.

Requirements

• 7+ years of professional experience in a customer-facing role, managing high-touch, high-visibility services engagements
• A successful track record of working effectively in a highly matrixed and fast-growing organization
• Experience leading teams to deliver large technology programs to strategic customers with an expertise in delivering in 2+ of the following areas: Network Security
• Cloud Security
• Product Development
• Security Operations
• Experience managing services and/or delivery projects. Proven track record of delivering projects within defined timelines under high pressure
• Experience driving business value for customers interacting with C-level executives, collaborating with technical leaders and engineering/networking teams
• Proven ability to build strong working relationships across multiple functions; adept at mediating conflict and fostering healthy dialogue
• Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success
• Open to occasional travel according to the need for your strategic customer engagement. Potential for 10-15%
• Customer Focused - tactful, resolute and committed to providing excellent customer service
• Relationship building - experience partnering with colleagues in other departments, service delivery partners and contractors to achieve targets
• Communication Skills - Able to deliver technical presentations competently- Demonstrated the ability to interface with customer management on a regular basis
• Delivering results - able to plan and organize self and work in order to achieve objectives and targets
• Decisive - must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Technical - Maintain in-depth knowledge of product offerings
• Tools - Experience working with Customer Relationship Management workflow systems

Responsibilities

• Account Management Account ownership and relationship management for Palo Alto Networks’ largest customers
• Primary services point of contact for the services life-cycle from contract award, customer deployment, adoption, consumption and support
• Engage across the customer organization from end user to operations and the C-suite
• Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
• Engage with our Professional Services team who deliver outcome-based scopes of work from implementation, configuration and operation
• Engage and advocate for your customer across the Palo Alto Networks teams including Product Management, Engineering and Support
• Maintain the executive relationships and act as an escalation point within the engagement ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success
• Deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
• Accelerate customer adoption working with the customer to determine success criteria and then leading the services team to execute the success strategies, supporting customers in consuming product capabilities confidently from on-boarding, adoption and consumption across a portfolio of Palo Alto Networks cyber security products
• Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
• Track and report on customer success metrics including net promoter score, customer satisfaction, service level agreements, and value realization
• Partnered with Sales Teams, will engage in pre-sales activities, acting as the delivery expert across the portfolio of products and engaging subject matter experts across the organization to support the development of services opportunities
• Understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit your customer

Preferred Qualifications

• Project management certifications such as PMP or others is a plus
• Client-focused program management
• Skilled in customer success tools (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities