Job Description

Company Description
Our Mission
At Palo Alto Networks 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 Are
We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary
As a Service Delivery Leader, you will serve with an account-centric focus, managing the customer lifecycle and acting as the Voice of the Customer. You will operate as the primary point of contact for the post-sales journey, driving adoption and consumption across Palo Alto Networks' products. Working with CISOs, CTOs, and technical teams in the world's largest organizations, you will deliver value and maximize the security of their investments in our Cyber, Cloud, and Network Ops technologies.
Key Responsibilities

• Manage key account ownership and high-touch relationship management for Palo Alto Networks' largest strategic customers.
• Operate as the primary, post-sales point of contact, guiding customers through their journey across multiple product lines.
• Proactively collaborate cross-functionally with clients (from end-user to C-suite) and internal partners across Cloud, DevSecOps, and Network security.
• Own and execute customer lifecycle activities including strategic planning, deployment, adoption, account-level reviews, and escalation management.
• Translate customer security priorities into actionable Success Plans, building and managing customized product delivery to maximize value realization.
• Partner with the Sales team to develop success plans, assess customer health, identify expansion opportunities, and secure renewals.
• Manage customer escalations by balancing expectations and negotiating successful resolutions, serving as the voice of the customer.

Qualifications
Required 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 expertise in one or more of the following: Cloud Security, DevSecOps, Network Security, or Security Operations.
• Proven results working as a trusted advisor to drive business value for customers, with the ability to interact with C-suite and client teams at various levels of technical and non-technical depth.
• Expertise in guiding customers through their journey with a focus on value realization, including managing customer escalations and negotiating resolutions.
• Willingness and ability to travel up to 15% for strategic customer engagements.

Preferred Qualifications

• Experience with client-focused program management.
• Proficiency with customer success software such as Gainsight, Salesforce, Smartsheet, Clarizen, or Jira.
• Demonstrated ability to thrive in a matrixed, team environment, exemplifying values of Collaboration and Execution.

Additional Information
The Team
Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients 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 Commitment
We'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.

Skills Required