Service Delivery Leader

Job Description
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 customers
Primary services point of contact for the services life-cycle from contract award, customer deployment, adoption, consumption and support
Engage across the customer organization from end user to operations and the C-suite
Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
Engage with our Professional Services team who deliver outcome-based scopes of work from implementation, configuration and operation
Engage and advocate for your customer across the Palo Alto Networks teams including Product Management, Engineering and Support
Delivery 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 Success
Deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
Accelerate 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 products
Proactively mitigate and manage critical escalations and at-risk accounts - communicate effectively and appropriately with internal and external leaders and executives
Track and report on customer success metrics including net promoter score, customer satisfaction, service level agreements, and value realization
Opportunity 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 opportunities
Understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit your customer