Service Delivery Leader
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Key skills for this role
About the Role
Palo Alto Networks seeks a Service Delivery Leader in Riyadh to manage the post-sales customer lifecycle for their largest customers. The role involves account ownership, customer planning, deployment, adoption, and escalations, working closely with C-suite and technical teams.
Key Skills for This Role
Responsibilities
- Operate as primary point of contact for multiple product lines supporting the customer journey.
- Own customer planning, deployment, adoption, account level reviews, and escalations.
- Build and manage customized product delivery to the customer’s tech environment.
- Understand Customer Security Priorities and translate them into Success Plans.
- Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
- Partner with Post Sales teams (Professional Services, Customer Success & Support) and coordinate customer delivery across Palo Alto Networks team members.
Requirements
- 8+ years of professional experience in a customer facing role, managing high touch, high visibility post sales engagements
- Specialization in software product and service delivery to strategic customers with expertise in Cloud Security, DevSecOps, Network Security, or Security Operations
- Proven results working as a trusted advisor to drive business value for customers, including ability to interact with C suite
- Expertise in customer guidance throughout their journey focusing on Value Realization and managing escalations
- Fluent level of English and Arabic languages
- Applicants must be based in Saudi Arabia and be eligible for existing IQAMA VISA Transfer or be Saudi National or member of GCC countries
- Client focused program management (bonus)
- Skilled in customer success software (Gainsight, Salesforce, Smartsheet, Clarizen, Jira) (bonus)
Full Job Posting
Our Mission
- At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life.
- We thrive at the intersection of innovation and impact, solving real world problems with cutting edge technology and bold thinking.
Who We Are
- In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
- We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
- This role is remote, but distance is no barrier to impact.
Your Career
- Service Delivery Leaders serve with an account centric focus managing the customer lifecycle serving as the Voice of the Customer.
- In this role, you will operate as the point of contact for the post sales journey driving adoption and consumption across the breadth of Palo Alto Networks’ products.
- We work with customers to deliver value and maximize the security & value of their investments in Palo Alto Networks products.
- In this role, you will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well known organizations.
Your Impact
- Account Management: Key account ownership and relationship management for Palo Alto Networks’ largest customers.
- Operate as primary point of contact for multiple product lines supporting the customer journey.
- Customer Impact: Own customer planning, deployment, adoption, account level reviews, and escalations.
- Builds and manages the customized product delivery to the customer’s tech environment.
- Understands Customer Security Priorities and is able to translate it to Success Plans.
- Partnership: Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
- Partner with Post Sales teams as Professional Services, Customer Success & Support.
- Engage and coordinate customer delivery across Palo Alto Networks team members including engineering and professional services.
Your Experience
- 8+ years of professional experience in a customer facing role, managing high touch, high visibility post sales engagements.
- Specialization in software product and service delivery to strategic customers with an expertise in 1+ of the following areas: Cloud Security / DevSecOps / Network Security / Security Operations.
- Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C suite through client teams at various levels of technical and non technical depth.
- Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations, balancing customer expectations, and negotiating successful resolution.
- Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
- Bonus Client focused program management.
- Bonus Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira).
- Travel Open to occasional travel according to the need for strategic customer engagement and on sites Potential for 10 15%.
- This role requires a fluent level of English and Arabic languages.
- Applicants must be based in Saudi Arabia and be eligible for existing IQAMA VISA Transfer or be Saudi National or member of GCC countries.
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