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Job Description
Your CareerThe Services Delivery Leader (SDL) is responsible for the successful delivery of services to Palo Alto Networks customers across our Security Operating Platform.
The SDL leads services teams to deliver an unparalleled customer experience enabling customers to achieve their security objectives and recognize the value of their investment in Palo Alto Networks. The SDL is tightly aligned with Sales in developing and implementing the customer account plan, aligning customer satisfaction, service delivery capabilities and financial performance targets.
Your ImpactBe the primary point of contact for customers post-sales in leading the service delivery team to successfully deliver on customer commitments
Ensure all appropriate resources and services are positioned to deliver successful architecture, onboarding, implementation, optimization, and ongoing support to our customers
Manage the services delivery execution including planning, issue tracking, resolution, escalation and reporting across all product technologies and business lines
Partner with the account team to capture and clearly articulate to our customers challenges and priorities to internal cross functional teams
Proven track record of managing customer relationships, balancing customer expectations and negotiating successful resolution to issues and escalations
Establish relationships with Palo Alto Networks Product Management and Engineering teams to ensure alignment of customer requirements and product roadmaps
Provide weekly, monthly, and quarterly status to all key stakeholders throughout the life of the engagement
Capture customer requirements and priorities in order to develop execution plans that ensure every customer project and engagement is successful
Provide working level and executive level reporting and status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.
Interface with services partners to provide delivery direction and input to the development of their teams
Interview service professionals
Up to 20% travel
Qualifications
Your Experience6+ years of professional experience in a customer-facing role, managing high-visibility service engagements
3+ years of experience managing projects with a proven track record delivering on time under pressure - Helpful to have Project Management Certification such as Project Management Professional (PMP)
2+ years leading teams of 5 or more technical professionals, engineers, consultants in a matrixed or direct reporting relationship
Experience delivering projects to help improve a customer’s Security Operations Center (SOC) - Working as a SOC analyst or manager; experience working with Incident Response products, tools and workflows
Experience organizing the work of others, presenting plans to teams and delivering project outcomes within defined timelines
History of building trusting relationships with customers, sales, and services teams
Able to use initiative to make quick decisions to resolve problems and overcome obstacles which may impact customer satisfaction
Tactful, resolute and committed to providing excellent customer service
Possesses an understanding of or aptitude to learn Cybersecurity, our product portfolio and customer’s security roadmap, environment, challenges and priorities
Ability to deliver technical presentations confidently
Able to plan and organise self and work in order to achieve objectives and targets
Experience working with Customer Relationship Management systems
Additional Information
Our CommitmentWe’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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[emailprotected]
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.
Vacancy expired!