Service Delivery Leader

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us! 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.

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 Palo Alto Networks’ 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 Palo Alto Networks 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.

Key responsibilities include:

Account Management Key account ownership and relationship management for Palo Alto Networks’ 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, Dev Sec Ops , 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 Palo Alto Networks team members including engineering and professional services.

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, Dev Sec Ops , 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…