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Service Delivery Leader

3 months ago

Plano, United States Palo Alto Networks Full time
Job DescriptionJob DescriptionCompany 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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together

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.

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

This role will sit in Santa Clara HQ or Plano supporting West Coast customers.

Qualifications

Your Experience 

  • 10+ 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 - Project management certifications such as PMP or others is a plus
  • 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
  • Bonus - Client-focused program management
  • Bonus - Skilled in customer success tools (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)
  • Travel - Open to occasional travel according to the need for your strategic customer engagement - Potential for 10-15%

Key competencies

  • 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


Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $123,400/yr to $199,750/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.