Director, Area Lead Global Customer Success

12 Hours ago • 10 Years + • Customer Service

Job Summary

Job Description

Palo Alto Networks is seeking a Director, Area Lead Global Customer Success for EMEA. This high-impact role involves leading a matrixed GCS Area team to deliver exceptional customer experience and outcomes. Responsibilities include managing GCS metrics, collaborating with sales and customer leadership, and building high-performance teams. The ideal candidate will have strong leadership, strategic, and operational skills, with extensive experience in SaaS/Cloud enterprise organizations and customer-facing senior roles. This position is crucial for ensuring customer success and value from Palo Alto Networks investments.
Must have:
  • Manage GCS metrics and targets for the Area.
  • Represent GCS topics in Area, align with global processes.
  • Collaborate with sales, interface with CIO/CISO for feedback.
  • Lead critical customer situations when necessary.
  • Represent PANW to customers, deliver exceptional experience.
  • Participate as core leader of GCS EMEA leadership team.
  • Build cross-functional interlock with Sales, Product, Technical Consulting.
  • Develop high-performance GCS staff, cohesive organization.
  • Build growth mindset culture: diversity, improvement, urgency, outcomes.
  • Own and drive GCS execution programs, measure and report targets.
  • Lead operating cadence, create impactful metrics, drive priorities.
Good to have:
  • Master’s degree preferred
Perks:
  • FLEXBenefits wellbeing spending account
  • Mental and financial health resources
  • Personalized learning opportunities
  • Reasonable accommodations for individuals with a disability
  • Equal opportunity employer

Job Details

Company Description

Our Mission

At Palo Alto Networks® 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!

At Palo Alto Networks, 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 Palo Alto Networks 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 Palo Alto Networks 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 PANW 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

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About The Company

Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in history. Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before.

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