Service Delivery Leader
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
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
- 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
- Experience working with Customer Relationship Management workflow systems
Responsibilities
- 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
- 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
Preferred Qualifications
- Client-focused program management
- Skilled in customer success tools (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)