Service Delivery Leader

Job Description 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, Dev Sec Ops, 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 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, Dev Sec Ops, 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. Our Commitment We’re trailblazers that dream big, 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. 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. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems