Service Delivery Leader

The Service Delivery Leader is a customer-centric role focused on managing the customer lifecycle, driving adoption and consumption of products across various cybersecurity domains. This role involves key account ownership, relationship management, and serving as the primary point of contact for multiple product lines. Responsibilities include customer planning, deployment, adoption, account-level reviews, and escalations, working closely with C-suite and technical teams, and partnering with sales and post-sales teams to ensure customer success and maximize the security and value of their investments.

Must Have

• 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 with expertise in Cloud Security, DevSecOps, Network Security, or Security Operations
• Proven results working as a trusted advisor to drive business value for customers, including C-suite interaction
• Expertise in customer guidance for Value Realization and managing customer escalations
• Ability to thrive in a matrixed, team environment
• Current, valid, and transferable UK Security Clearance (SC) is required

Good to Have

• Client-focused program management
• Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)

Perks & Benefits

• Remote work
• Reasonable accommodations for individuals with a disability
• Equal opportunity employer

Company Description

Our Mission

At 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

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Your Career

Service Delivery Leaders serve with an account-centric focus managing the customer lifecycle serving as the Voice of the Customer. In this role, you will operate as the point of contact for the post-sales journey driving adoption and consumption across the breadth of products. Account Customer Success Managers operate across Cyber, Cloud, and Network Ops technologies paired with subject matter experts. We work with customers to deliver value and maximize the security & value of their investments in products. In this role, you will work closely with CISOs, CTOs, and Security, Cloud, Network and other technical teams throughout the world’s largest and most well-known organizations.

Your Impact

• Account Management
• Key account ownership and relationship management for largest customers
• Operate as primary point of contact for multiple product lines supporting the customer journey
• Operating cross-functionally with clients, end user through C-suite, and internal partners across product lines - Cloud, DevSecOps, Network, and AI security
• Customer Impact
• Own customer planning, deployment, adoption, account-level reviews, and escalations
• Builds and manages the customized product delivery to the customer’s tech environment
• Understands Customer Security Priorities and is able to translate it to Success Plans
• Partnership
• Partner with Sales team to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
• Partner with Post-Sales teams as Professional Services , Customer Success & Support
• Engage and coordinate customer delivery across team members including engineering and professional services

Qualifications

Your Experience

• 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 an expertise in 1+ of the following areas
• Cloud Security
• DevSecOps
• Network Security
• Security Operations
• Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
• Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Current, valid, and transferable UK Security Clearance (SC) is required.
• Bonus - Client-focused program management
• Bonus - Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)
• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites - Potential for 10-15%

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’s 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 PANW.

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.

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.

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