Sr Director, Global Customer Services (ASEAN & GCR)

Your Career

The Senior Director of Global Customer Services (GCS)  at Area level (ASEAN & Greater China) will be a member of the Palo Alto Networks GCS Leadership Team in JAPAC and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experiences and outcomes. 

This high visibility high impact role is a critical internal partner to the Sales and Presales organization. As the Area Leader for GCS you are responsible for providing  end-to-end post sales support to customers ensuring all customers are reliably deployed fully adopted supported Technically healthy and achieving value from their Palo Alto Networks investments. This position will report directly to the VP GCS in JAPAC.

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 GCS in all related topics for the Area and execute in alignment with Theatre and Global GCS processes and ways of working
• Collaborate with Sales & Presales leadership and proactively interface with CxO/CISO level customer leadership across the region to gain insight and drive improvements 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 and deliver an exceptional Project Delivery Support & Customer Success  experience
• Actively participate as a core leader of the GCS JAPAC leadership team bringing the specific Area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Serve as the primary business owner for GCS within the Area with an acute focus on managing and optimizing key financial levers including Revenue Cost Margin and Investment to ensure the Area meets its long-term strategic and financial goals.
• 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
• Externally represent Palo Alto Networks at Customer and Partner events to advocate our Products Solutions Services and Cyber Security expertise.

What You Bring 

• AI fluency and 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

Qualifications :

Your Experience 

• 10 years experience in a high growth SaaS/Cloud Platform 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 Bachelors Degree required or equivalent experience or equivalent military experience required - Masters degree preferred
• Mastery and interest in using AI to drive efficiency and improved outcomes for our customers and teams
• Demonstrated success in leading and scaling diverse matrixed teams across the ASEAN and Greater China regions with a proven ability to adapt strategies to local market dynamics cultural nuances customer characteristics and regulatory requirements.

Additional Information :

The Team

Our GCS team is critical to our success and mission. As part of this team you lead and enable GCS 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.

Remote Work :

No

Employment Type :

Full-time