Service Delivery Leader
Core
Manage the customer lifecycle and act as the Voice of the Customer for Palo Alto Networks' largest strategic accounts, driving adoption of Cyber, Cloud, and Network Ops technologies.
Role type
Senior Service Delivery Leader (Post-Sales)
Builds
Customer success plans, adoption strategies, and value realization outcomes for enterprise security clients.
Domain
Cybersecurity (Cloud Security, DevSecOps, Network Security, Security Operations)
Deliverable
client delivery
Required skills
high-touch account management, strategic planning, customer lifecycle management, escalation resolution, C-suite engagement, cross-functional collaboration, value realization, post-sales journey guidance
Preferred skills
client-focused program management, proficiency with customer success software (Gainsight, Salesforce, Smartsheet, Clarizen, Jira), matrixed team environment navigation
Responsibilities
Manage key account ownership and high-touch relationship management for strategic customers; Operate as the primary post-sales point of contact guiding customers across multiple product lines; Proactively collaborate cross-functionally with clients and internal partners; Own and execute customer lifecycle activities including strategic planning, deployment, adoption, and escalation management; Translate customer security priorities into actionable Success Plans; Partner with Sales to develop success plans, assess health, and secure renewals; Manage customer escalations by balancing expectations and negotiating resolutions.
Seniority
Senior, hands-on IC
