Service Delivery Leader
Core
Primary post-sale services lead acting as the 'Voice of the Customer' for strategic global accounts, driving adoption of security platforms and bridging technical execution with executive strategy.
Role type
Senior Service Delivery Leader (Strategic Account Management)
Builds
Customer success plans, deployment strategies, and value realization frameworks for NextGen Firewall, Access, Cloud, and Cortex Security Automation platforms.
Domain
Cybersecurity / Enterprise Security Services
Deliverable
client delivery
Required skills
Strategic account management, cross-functional collaboration, conflict mediation, technical presentation delivery, success plan development, escalation management, CRM proficiency
Preferred skills
PMP certification, Gainsight/Salesforce/Smartsheet proficiency, Value Realization framework design, NPS tracking, deep knowledge of NextGen Firewall/Cloud Security/Security Automation
Technologies
NextGen Firewall, Prisma Cloud, Cortex, Gainsight, Salesforce, Smartsheet, Clarizen, Confluence, Jira
Responsibilities
Manage key account ownership and high-touch relationship management; guide customers through product journey; collaborate cross-functionally with clients and internal partners; execute customer lifecycle activities including strategic planning and adoption; translate security priorities into actionable Success Plans; partner with Sales to secure renewals; manage customer escalations.
Seniority
Senior, hands-on leadership