Director, Area Lead Global Customer Success

Overview

The Senior Director/Director of Global Customer Services (GCS) at Area level will be a member of the Palo Alto Networks Global Customer Service Leadership Team in EMEA and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experience and outcomes. This high visibility, high impact role is responsible for the GCS organisation which provides end-to-end post sale support to customers ensuring all customers are reliably deployed, fully adopted, technically healthy and achieving value from their Palo Alto Networks investments. This position will report directly to the VP GCS in EMEA.

Responsibilities

• Manage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the Area on a quarterly and annual basis
• Proactively engage with and represent as the SPOC and owner, all GCS related topics in Area and execute in alignment with Theatre and Global GCS processes and ways of working
• Collaborate with sales leadership and proactively interface with CIO/CISO level customer leadership to gain insight and feedback on how to provide the best post sales experience. Lead when necessary in critical customer situations
• Work in alignment with the Area leaders to represent PANW to customers where required and deliver an exceptional customer experience
• Actively participate as a core leader of the GCS EMEA leadership team bringing the specific Area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Build a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in Area
• Develop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisations
• Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
• Own and drive the overall GCS execution programs; measure, monitor, and report GCS key quarterly targets and metrics and drive programs to assure continuous improvement
• Lead the operating cadence of the business. Create the right operational metrics that are impactful to the customer experience and operating productivity and drive the right priorities and goal settings that deliver measurable improvements

Qualifications

What You Bring

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• Passion for creating diverse teams and a customer obsessed, outcomes focused culture. Ability to inspire and attract the best talent
• Ability to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisations
• Executive presence; The ability to effectively communicate and influence at senior levels with customers and within the organisation
• P&L/Run the Business experience and mindset; Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance

Your Experience

• 10+ years’ experience in a high growth SaaS/Cloud Enterprise Organization, or similar experience. Including at least 5+ years in a leadership capacity
• Demonstrated experience leading global direct/indirect teams of +10 in customer success, professional services and/or Support organisations
• Experience managing quantified metrics and execution programs to deliver exceptional results and customers satisfaction
• Customer facing experience in senior roles
• Travel requirement up to 30% within the Area
• Experience building and growing teams with both direct and indirect reporting lines
• History of building trusting relationships with regional and Area-level PS delivery teams, Engineering, Sales, Marketing, and service delivery Partners
• STEM Bachelor’s Degree required or equivalent experience. Master’s degree preferred

Additional Information

The Team: To stay ahead of the curve, it’s critical to know where the curve is. Our team is creating the curve for digital service experiences. As the fastest growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as the rest of our products, which rounds out Palo Alto Networks’ mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer outcomes. The Digital Customer Experience team seeks to deliver services through a fully-digitized and preferred journey. Our Customer Success team is crucial to our success and mission. As part of this team, you’ll be enabling, guiding and consulting customers through their deployment and adoption journey. Working across all levels within your customers organisations and partnering cross functionally within PANW. You’ll be ensuring that your customers are successful with our products and as threats evolve and technology changes, you continue helping them to accomplish their desired outcomes.

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 accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. 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, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.

Seniority level: Director

Employment type: Full-time

Job function: Consulting

Industries: Computer and Network Security