Service Delivery Leader

Job summary
Service Delivery Leader for Palo Alto NetworksManaging services engagement for strategic customersLeading services team to deliver value and drive adoption
Job seniority: mid-to-senior level
Responsibilities
• Account ownership and relationship management for largest customers• Primary point of contact for services life-cycle• Engage with customer organization from end user to C-suite• Partner with Sales teams to develop success plans• Deliver high client satisfaction and accelerate customer adoption• Proactively mitigate and manage critical escalations• Track and report on customer success metrics• Engage in pre-sales activities and develop services opportunities• Translate customer business requirements into service delivery capabilities• Manage customer relationships and develop shared vision for business success
Requirements
• 10+ years of professional experience in customer-facing role• Ability to work in highly matrixed and fast-growing organization• Experience delivering large technology programs to strategic customers• Experience in Network Security, Cloud Security, Product Development, and Security Operations• Experience managing services and/or delivery projects• Proven ability to build strong working relationships across multiple functions• Expertise in managing customer escalations and negotiating resolutions• Ability to develop customer relationships and understand their businesses• Knowledge of customer success tools is a plus• Open to occasional travel
Key Skills Needed
• Customer service• Relationship building• Communication• Decision-making• Technical knowledge• Project management