Service Delivery Leader
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Key skills for this role
About the Role
Palo Alto Networks seeks a Service Delivery Leader to manage the post-sales customer lifecycle for strategic accounts. You will drive adoption and consumption of cybersecurity products, 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
- Engage and coordinate customer delivery across Palo Alto Networks team members including engineering and professional services
Requirements
- 8+ years of professional experience in a customer facing role, managing high touch 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 as a trusted advisor to drive business value for customers, including interaction with C suite
- Expertise in customer guidance throughout their journey focusing on Value Realization and managing escalations
- Fluent level of English and Arabic languages
- Based in Saudi Arabia and eligible for IQAMA VISA Transfer or Saudi National or GCC country member
Full Job Posting
Job Summary
- 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.
Your Impact
- 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
- Operating cross functionally with clients, end user through C suite, and internal partners across product lines Cloud, DevSecOps, Network, and AI security
- 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
- 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
Qualifications
- 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.
Workplace
- This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together.
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