Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Your Career

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. 

The Service Delivery Leader 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.  You will be working with the world’s largest and most well-known organizations.

Your Impact

Account ManagementAccount ownership and relationship management for Palo Alto Networks’  largest customersPrimary services point of contact for the services life-cycle from contract award, customer deployment, adoption, consumption and supportEngage across the customer organization from end user to operations and the C-suitePartner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewalsEngage with our Professional Services team who deliver outcome-based scopes of work from implementation, configuration and operationEngage and advocate for your customer across the Palo Alto Networks teams including Product Management, Engineering and SupportDelivery Execution & Technical DeliveryMaintain 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 SuccessDeliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metricsAccelerate 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 productsProactively mitigate and manage critical escalations and at-risk accounts - communicate effectively and appropriately with internal and external leaders and executivesTrack and report on customer success metrics including net promoter score, customer satisfaction, service level agreements, and value realizationOpportunity 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 opportunitiesUnderstands 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 engagementsA successful track record of working effectively in a highly matrixed and fast-growing organizationExperience leading teams to deliver large technology programs to strategic customers with an expertise in delivering in 2+ of the following areasNetwork Security Cloud SecurityProduct 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 plusExperience driving business value for customers interacting with C-level executives, collaborating with technical leaders and engineering/networking teamsProven ability to build strong working relationships across multiple functions - adept at mediating conflict and fostering healthy dialogueExpertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutionsProven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business successBonus - Client-focused program managementBonus - 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 deliveryTechnical - Maintain in-depth knowledge of product offerings Tools - Experience working with Customer Relationship Management workflow systems

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $123000 - $200000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.