Service Delivery Leader

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. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

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 Description

Job SummaryAs 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 ResponsibilitiesManage 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 (Additional Job Description)

Required Qualifications8+ 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 QualificationsExperience 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.