Job Description

Company DescriptionOur MissionAt Palo Alto Networksxc2xae 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 AreWe 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!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.Your CareerThe Senior Manager, Account Health is responsible for leading the Account Health Team in the respective region by ensuring they have the support and tools to perform their job tasks at a high level as well as helping each member to grow within their roles.The Account Health Team acts as the Voice of the Customer, managing the services engagement for our most strategic customers. In this role, Account Health Account Manager acts as the post-sale services leader and point of contact for their customers - leading the services engagement to deliver value - driving adoption and consumption across the Palo Alto Networks' Security platform.The Account Health Team 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 lead the Account Health Team to drive customer engagement and excellence for these top tier customers in the region, lead the communication channel into the business, manage business change and process improvements and mentor your respective teams for success and growthKey Responsibilities include:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
• Maintain a solid sense of cohesiveness within your team, focusing on employee morale and employee development initiatives for internal retention
• Drive Success metrics and KPIs to manage Customer Account Health Managers and teams effectively
• Set team goals in-line with overall organizational goals- also, set specific goals for direct reports and provide regular feedback on performance
• Lead effective advice and counsel on strategic communications issues and exercise effective discernment
• Drive process improvement for efficiency, organization, and enhanced customer experience purposes
• Drive close collaboration with various internal partners (including engineering, account management, product management, IT, and manufacturing) to resolve issues and grow the business

Your Impact

• Account Management

• Develop and lead a team responsible for account ownership and relationship management for Palo Alto Networks' largest customers
• Engage across the customer organization from end user to operations and the C-suite
• Partner with Sales leadership to develop strategic alignment on the Account Health Team success plans, assess customer health, identify expansion opportunities, and ensure renewals
• Delivery Execution & Technical Delivery

• Maintain the executive relationships and act as an escalation point for the Account Health Team ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success
• Drive the team to deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
• Lead the team to 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
• Enable the team to 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

• Guide the team to effectively partner with Sales Teams, 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
• Ensure the team understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit their customer

QualificationsYour Experience

• 10+ years of professional experience in a customer-facing role, managing high-touch, high-visibility services engagements, combined with 3+ years of management experience leading a post sales account team
• A successful track record of working effectively in a highly matrixed and fast-growing organization
• Experience leading teams to deliver large technology programs to strategic customers with an expertise in delivering in 2+ of the following areas

• Network Security
• Cloud Security
• Product Development
• Security Operations
• Experience driving business value for customers interacting with C-level executives, collaborating with technical leaders and engineering/networking teams
• Proven ability to build strong working relationships across multiple functions; adept at mediating conflict and fostering healthy dialogue
• Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success
• Bonus - Client-focused program management
• Bonus - Skilled in customer success tools (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)
• Travel - Open to travel according to the need for your team and their strategic customer engagement - Potential for 10-15%

Additional InformationThe TeamOur GCS team is critical to our success and mission. As part of this team, you lead and enable customer success by providing support to customers after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.Our CommitmentWe'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 .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.Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:

• The job requires accessing a company worksite
• The job requires in-person customer contact and the customer has implemented such requirements
• You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Palo Alto Networks