Sr Director, Account Health Management

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

As a Sr. Director, Account Health Management, you will be a key leader within the Palo Alto Networks Global Customer Service (GCS) organization, responsible for leading the Account Health Team across North America and LATAM. This high-impact role will focus on driving customer engagement and excellence for Palo Alto Networks' most strategic customers.

The Account Health Team comprises Service Delivery Leaders and Customer Success Managers. This team collectively acts as the Voice of the Customer, managing post-sale services engagements for these top-tier clients, leading services engagements to deliver value by driving adoption and consumption across the Palo Alto Networks’ Security platform. 

Your role will involve managing and mentoring this team, focusing on employee morale, development initiatives, and effectively driving success metrics and KPIs for both the managers and their teams. You will ensure your team effectively supports customers in maximizing the security and value of their investments in Palo Alto Networks products. Ultimately, you will contribute to the broader GCS mission of ensuring all customers are reliably deployed, fully adopted, technically healthy, and achieving value from their Palo Alto Networks investments.

This position requires a strategic mindset and the ability to effectively communicate and influence at senior levels, both internally within the organization and externally with customers. This includes engaging closely with key customer stakeholders such as CISOs, CIOs, CTOs, and leaders from security, network, cloud, and security operations teams within the world’s largest and most well-known organizations. You will also need to build strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your Area.

Your Impact

Team Leadership & Development:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers.
• Foster team cohesiveness, focusing on employee morale and development initiatives to promote internal retention.
• Set team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reports.
• Build a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomes.
• Inspire and attract top talent to your team.

Account Health Management & Customer Outcomes:

• Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region.
• Act as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geography.
• Accountable for executive engagement, account health, and risk mitigation.
• Oversee customer planning, deployment, account-level reviews, and escalations.
• Maintain executive r