Palo Alto Account Health Management Leader - 

India, Karnataka, Bengaluru 

445702225

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

The Account Health Team 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.

Key Responsibilities include:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
• Maintain a solid sense of cohesiveness within your team, focusing on employee morale and employee development initiatives for internal retention
• Drive Success metrics and KPIs to manage Customer Account Health Managers and teams effectively
• Set team goals in-line with overall organizational goals- also, set specific goals for direct reports and provide regular feedback on performance
• Lead effective advice and counsel on strategic communications issues and exercise effective discernment
• Drive process improvement for efficiency, organization, and enhanced customer experience purposes
• Drive close collaboration with various internal partners (including engineering, account management, product management, IT, and manufacturing) to resolve issues and grow the business

Your Impact

• Account Management
  • Develop and lead a team responsible for account ownership and relationship management for Palo Alto Networks’ largest customers
  • Engage across the customer organization from end user to operations and the C-suite
  • Partner with Sales leadership to develop strategic alignment on the Account Health Team success plans, assess customer health, identify expansion opportunities, and ensure renewals
• Delivery Execution & Technical Delivery
  • Maintain the executive relationships and act as an escalation point for the Account Health Team ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success
  • Drive the team to deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
  • Lead the team to 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
  • Enable the team to 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
  • Guide the team to effectively partner with Sales Teams, 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
  • Ensure the team understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit their customer

Your Experience

• 10+ years of professional experience in a customer-facing role, managing high-touch, high-visibility services engagements, combined with 3+ years of management experience leading a post sales account team
• 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 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 travel according to the need for your team and their strategic customer engagement - Potential for 10-15%

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

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.