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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Job Description

Your Career

As a Service Delivery Leader, you will be the Voice of the Customer, managing the services engagement for our most strategic customers. In this role, you will be the post-sale services leader and point of contact for your customer -  leading the services engagement to deliver value - driving adoption and consumption across the Palo Alto Networks’ Security platform. 

The Service Delivery Leader partners with a team of services professionals working across our product platform  - NextGen Firewall, Access, Cloud, and Security Automation including product subject matter experts. Our services teams work to deliver committed outcomes and support customers in maximizing the value of their investment in Palo Alto Networks. In this role, you will work closely with customer CISOs, CIOs, CTOs, and leaders from security teams in Network, Cloud, and Security Operations Centers.  You will be working with the world’s largest and most well-known organizations.

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• 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
• Delivery Execution & Technical Delivery
  • 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
• Opportunity Management 
  • 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 

Qualifications

Your Experience