Being the cybersecurity partner of choice, protecting our digital way of life.
Team Leadership & Development:
- Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
- Foster team cohesiveness, focusing on employee morale and development initiatives to promote internal retention
- Set team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reports
- Build a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomes
- Inspire and attract top talent to your team
Account Health Management & Customer Outcomes:
- Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region
- Act as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geography
- Accountable for executive engagement, account health, and risk mitigation
- Oversee customer planning, deployment, account-level reviews, and escalations
- Maintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive, prescriptive advice for outstanding Customer Success
- Handle all escalations, executive engagement, and at-risk account interventions
- Drive success metrics and Key Performance Indicators (KPIs) to effectively manage Customer Account Health Managers and their teams
- Track and report on customer success metrics, including net promoter score, customer satisfaction, service level agreements, and value realization
Cross-Functional Collaboration & Business Leadership:
- Lead the communication channel into the business, manage business change, and drive process improvements
- Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
- Engage with Professional Services for implementations and extended expertise deployments
- Partner with Sales and Product field leaders to drive adoption and retention
- Engage and coordinate customer delivery across Palo Alto Networks teams, including Product Management, Engineering, and Support
- Build strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your area
- Ensure consistent application of global playbooks per product
- Provide field feedback and interlock with Product/Engineering
- Align with Support, which is globally owned but locally deployed
Your Experience
- 10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar, including at least 5+ years in a leadership capacity
- Demonstrated experience leading global direct/indirect teams of 10+ in customer success, professional services, and/or support organizations
- Proven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction
- Extensive customer-facing experience in senior roles, including the ability to effectively communicate and influence C-level executives and various levels of technical and non-technical depth within client teams
- Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Experience leading teams to deliver large technology programs to strategic customers, with expertise in 2+ of the following areas: Network Security, Cloud Security, Product Development, Security Operations, or DevSecOps
- Proven ability to work effectively in a highly matrixed and fast-growing organization, building strong working relationships across multiple functions and mediating conflict
- A strategic mindset with P&L/Run the Business experience, capable of scaling operations, and strong operational, analytical, and problem-solving skills with a track record of driving transformational improvements
- Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
- Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success
- STEM Bachelor’s Degree required or equivalent experience; Master’s degree preferred
- Client-focused program management expertise preferred
- Skilled in customer success software (e.g., Gainsight, Salesforce, Smartsheet, Clarizen, Jira) preferred
- Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites, with a potential for up to 30% travel
- Fluent English. Any additional European language will be a plus
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.