Sr Director, Account Health Management

Your Career

As a Sr. Director Account Health Management you will be a key leader within the Palo Alto Networks Global Customer Service (GCS) organization responsible for leading the Account Health Team across North America and LATAM. This high-impact role will focus on driving customer engagement and excellence for Palo Alto Networks most strategic customers.

The Account Health Team comprises Service Delivery Leaders and Customer Success Managers. This team collectively acts as the Voice of the Customer managing post-sale services engagements for these top-tier clients leading services engagements to deliver value by driving adoption and consumption across the Palo Alto Networks Security platform. 

Your role will involve managing and mentoring this team focusing on employee morale development initiatives and effectively driving success metrics and KPIs for both the managers and their teams. You will ensure your team effectively supports customers in maximizing the security and value of their investments in Palo Alto Networks products. Ultimately you will contribute to the broader GCS mission of ensuring all customers are reliably deployed fully adopted technically healthy and achieving value from their Palo Alto Networks investments.

This position requires a strategic mindset and the ability to effectively communicate and influence at senior levels both internally within the organization and externally with customers. This includes engaging closely with key customer stakeholders such as CISOs CIOs CTOs and leaders from security network cloud and security operations teams within the worlds largest and most well-known organizations. You will also need to build strong cross-functional interlocks and operating cadences with Sales Product and Technical Consulting teams in your Area.

Your Impact

Team Leadership & Development:

• Manage and mentor a team of Service Delivery Leaders and Customer Success Managers.
• Foster team cohesiveness focusing on employee morale and development initiatives to promote internal retention.
• Set team goals aligned with overall organizational objectives and provide regular performance feedback to direct reports.
• Build a growth mindset-oriented culture that promotes diversity continuous improvement a sense of urgency and customer outcomes.
• Inspire and attract top talent to your team.

Account Health Management & Customer Outcomes:

• Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region.
• Act as a single accountable post-sales leader for customer outcomes partner execution and day-to-day post-sales execution and operations in your geography.
• Accountable for executive engagement account health and risk mitigation.
• Oversee customer planning deployment account-level reviews and escalations.
• Maintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive prescriptive advice for outstanding Customer Success.
• Handle all escalations executive engagement and at-risk account interventions.
• Drive success metrics and Key Performance Indicators (KPIs) to effectively manage Customer Account Health Managers and their teams.
• Track and report on customer success metrics including net promoter score customer satisfaction service level agreements and value realization.

Cross-Functional Collaboration & Business Leadership:

• Lead the communication channel into the business manage business change and drive process improvements.
• Partner with Sales teams to develop success plans assess customer health identify expansion opportunities and ensure renewals.
• Engage with Professional Services for implementations and extended expertise deployments.
• Partner with Sales and Product field leaders to drive adoption and retention.
• Engage and coordinate customer delivery across Palo Alto Networks teams including Product Management Engineering and Support.
• Build strong cross-functional interlocks and operating cadences with Sales Product and Technical Consulting teams in your area.
• Ensure consistent application of global playbooks per product.
• Provide field feedback and interlock with Product/Engineering.
• Align with Support which is globally owned but locally deployed.

Qualifications :

Your Experience 

• 10 years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar including at least 5 years in a leadership capacity.
• Demonstrated experience leading global direct/indirect teams of 100 in customer success professional services and/or support organizations.
• Proven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction.
• Extensive customer-facing experience in senior roles including the ability to effectively communicate and influence C-level executives and various levels of technical and non-technical depth within client teams.
• Expertise in managing customer escalations balancing customer expectations and negotiating successful resolutions.
• Experience leading teams to deliver large technology programs to strategic customers with expertise in 2 of the following areas: Network Security Cloud Security Product Development Security Operations or DevSecOps.
• Proven ability to work effectively in a highly matrixed and fast-growing organization building strong working relationships across multiple functions and mediating conflict.
• A strategic mindset with P&L/Run the Business experience capable of scaling operations and strong operational analytical and problem-solving skills with a track record of driving transformational improvements.
• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs.
• Proven ability to develop customer relationships understand their businesses and develop a shared vision for accelerating their business success.
• STEM Bachelors Degree required or equivalent experience; Masters degree preferred.
• Client-focused program management expertise preferred.
• Skilled in customer success software (e.g. Gainsight Salesforce Smartsheet Clarizen Jira) preferred.
• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites with a potential for up to 30% travel.

Additional Information :

The Team

Our Customer Success team is critical to our success and mission. As part of this team you enable customer success by providing support to clients 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.

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $221000 - $302500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.

Is role eligible for Immigration Sponsorship: Yes