Service Delivery Leader - Remote

Overview

The Service Delivery Leader at Palo Alto Networks acts as the Voice of the Customer, managing post-sale services engagement for strategic customers, ensuring successful adoption and value delivery from our cybersecurity products.

In Short

• Manage account ownership and relationship for major customers.
• Serve as the primary services point of contact throughout the service lifecycle.
• Partner with Sales teams to develop success plans and assess customer health.
• Deliver high client satisfaction by meeting service delivery goals.
• Proactively manage customer escalations and at-risk accounts.
• Track and report on customer success metrics.
• Engage in pre-sales activities with Sales Teams.
• Translate customer business requirements into service delivery capabilities.
• Open to occasional travel for strategic customer engagement.
• Work with a team of services professionals across various cybersecurity products.

Requirements

• 7+ years in a customer-facing role managing services engagements.
• Experience leading teams to deliver technology programs.
• Expertise in network security, cloud security, or security operations.
• Proven track record in project management.
• Ability to build strong relationships across multiple functions.
• Experience with customer success tools like Gainsight and Salesforce.
• Strong communication and presentation skills.
• Ability to manage customer escalations effectively.
• Client-focused program management is a bonus.
• Open to travel as needed (10-15%).

Benefits

• Comprehensive wellbeing programs.
• Personalized learning opportunities.
• Flexible benefits spending account.
• Commitment to diversity and inclusion.
• Support for reasonable accommodations for disabilities.