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.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.
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
