Account Health Management Leader - India

Your Career

The Senior Manager Account Health is responsible for leading the Account Health Team in the respective region by ensuring they have the support and tools to perform their job tasks at a high level as well as helping each member to grow within their roles. 

The Account Health Team acts as the Voice of the Customer managing the services engagement for our most strategic customers. In this role Account Health Account Manager acts as the postsale services leader and point of contact for their customers   leading the services engagement to deliver value driving adoption and consumption across the Palo Alto Networks Security platform. 

The Account Health Team partners with a team of services professionals working across our product platform  NextGen Firewall Access Cloud and Security Automation including product subject matter experts. Our services teams work to deliver committed outcomes and support customers in maximizing the value of their investment in Palo Alto Networks. In this role you will work closely with customer CISOs CIOs CTOs and leaders from security teams in Network Cloud and Security Operations Centers.   

You will lead the Account Health Team to drive customer engagement and excellence for these top tier customers in the region lead the communication channel into the business manage business change and process improvements and mentor your respective teams for success and growth

Key Responsibilities include:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
• Maintain a solid sense of cohesiveness within your team focusing on employee morale and employee development initiatives for internal retention
• Drive Success metrics and KPIs to manage Customer Account Health Managers and teams effectively
• Set team goals inline with overall organizational goals also set specific goals for direct reports and provide regular feedback on performance
• Lead effective advice and counsel on strategic communications issues and exercise effective discernment
• Drive  process improvement for efficiency organization and enhanced customer experience purposes
• Drive close collaboration with various internal partners (including engineering account management product management IT and manufacturing) to resolve issues and grow the business

Your Impact

• Account Management  
  • Develop and lead a team responsible for account ownership and relationship management for Palo Alto Networks  largest customers
  • Engage across the customer organization from end user to operations and the Csuite
  • Partner with Sales leadership to develop strategic alignment on the Account Health Team success plans assess customer health identify expansion opportunities and ensure renewals
• Delivery & Technical Delivery
  • Maintain the executive relationships and act as an escalation point for the Account Health Team ensuring tight stakeholder alignment offering proactive and prescriptive advice resulting in outstanding Customer Success
  • Drive the team to deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
  • Lead the team to accelerate customer adoption working with the customer to determine success criteria and then leading the services team to execute the success strategies supporting customers in consuming product capabilities confidently from onboarding adoption and consumption across a portfolio of Palo Alto Networks cyber security products
  • Enable the team to proactively mitigate and manage critical escalations and atrisk accounts  communicate effectively and appropriately with internal and external leaders and executives
  • Track and report on customer success metrics including net promoter score customer satisfaction service level agreements and value realization
• Opportunity Management  
  • Guide the team to effectively partner with Sales Teams engage in presales activities acting as the delivery expert across the portfolio of products and engaging subject matter experts across the organization to support the development of services opportunities
  • Ensure the team understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit their customer

Qualifications :

Your Experience 

• 10 years of professional experience in a customerfacing role managing hightouch highvisibility services engagements combined with 3 years of management experience leading a post sales account team
• A successful track record of working effectively in a highly matrixed and fastgrowing organization
• Experience leading teams to deliver large technology programs to strategic customers with an expertise in delivering in 2 of the following areas
  • Network Security 
  • Cloud Security
  • Product Development 
  • Security Operations 
• Experience driving business value for customers interacting with Clevel executives collaborating with technical leaders and engineering/networking teams
• Proven ability to build strong working relationships across multiple functions; adept at mediating conflict and fostering healthy dialogue
• Expertise in managing customer escalations balancing customer expectations and negotiating successful resolutions
• Proven ability to develop customer relationships understand their businesses and develop a shared vision for accelerating their business success
• Bonus  Clientfocused program management
• Bonus  Skilled in customer success tools (i.e. Gainsight Salesforce Smartsheet Clarizen Jira)
• Travel  Open to travel according to the need for your team and their strategic customer engagement  Potential for 1015

Additional Information :

The Team

Our GCS team is critical to our success and mission. As part of this team you lead and enable customer success by providing support to customers after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves.  As threats and technology change we stay in step to accomplish our mission. 

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

Palo Alto Networks 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.

Covid19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires inperson customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements please inquire with the recruiter.