Director, Area Lead Global Customer Success

Company Description

Our Mission

Everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

We believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Senior Director/Director of GCS at Area level will be a member of the 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 investments. This position will report directly to the VP GCS in EMEA.

Your Impact

• 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 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 our 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 responsible for some of our most strategic customers in the EMEA region. 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.

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.

We are 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.