Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Be the primary point of contact for customers post-sales in leading the service delivery team to successfully deliver on customer commitments
- Develop an understanding of our customers' business challenges and their technical environment to provide technical information, guidance, and support
- Manage services delivery execution including guiding services team members, managing issue tracking, escalation management and reporting across all product technologies and business lines
- Interface at all levels of Palo Alto Networks and our customers teams, up to and including PANW & customer leadership
- Establish relationships with Palo Alto Networks Product Management and Engineering teams to ensure awareness of customer requirements and for the customer, visibility into PANW product roadmaps
- Support sales to position the right services resources to deliver successful onboarding, implementation, optimisation, and ongoing support to our customers
- Provide weekly, monthly, and quarterly status throughout the life of the customer engagement
- Provide feedback to service team members on their technical development to ensure they are able to successfully deliver customer outcomes
- Interface with PANW’s service delivery partners to provide guidance to their services resources to deliver to PANW best practices
- Partner with the account team to document our customers technical requirements, challenges and priorities and communication to internal teams
- Identify opportunities for services delivery including professional services, support services, education, and partner services capabilities and offerings
- Understand your customer’s priorities in order to develop services execution plans that ensure every customer project and engagement delivers committed outcomes
- Provide working level and executive level reporting and status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations
- 20% to 30% travel is required
Your Experience
- 8+ years of professional experience in a customer-facing role, working in service delivery
- 5+ years 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
- Strong technical knowledge of networking and/or security concepts and experience delivering technology solutions and products - Security certifications such as CISSP are considered a plus
- Demonstrated leadership and team building capabilities
- Strong written and verbal communication skill
- Excellent collaboration and execution in highly complex, matrix environments
- Bachelor’s degree or equivalent work experience or equivalent military experience required - Bachelor’s degree in Computer Science, Information Technology, Engineering or related field is preferred
All your information will be kept confidential according to EEO guidelines.
