Palo Alto Networks Senior Director, Strata Customer Success JAPAC in Sydney, Australia
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.
We are seeking highly effective and talented Customer Success leaders to join our team. As a Sr Director, Strata Customer Success for Japan and Asia Pacific (JPAC) within the Strata Customer Success team, you are a critical part of our customers’ adoption of security integrations. You will lead a team responsible for account and product level day to day interaction with our growing customer base to help ensure the adoption of best practices for secure environments. You’ll grow and coach your team to enable quick and consistent adoption, accelerated integrations with new security products, and real-time support and strategy. You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements to create a strategy that will uncover the blockers that are preventing the execution of product adoption and create a partnership with the customer to jointly address those barriers . You bring out the best in people to ensure the success of the team, our business and our customers.
Build executive relationships across a group of NAM accounts to determine opportunities for both customer and for PANW for a stronger partnership
As the key CS leader to customers, develop a deep understanding of our clients’ needs and environments to ensure we are addressing their cybersecurity objectives while maintaining high customer satisfaction
Develop and evolve service improvements based on customer feedback.
Manage customer needs across a growing customer base via high touch and scale programs designed to support customers leveraging Designated resources, Digital assets and/or Customer Success pooled support models (1- Many)
Enhance customer satisfaction through effective communication and engagement
Collaborate to ensure smooth transition as customers move through each step of the Palo Alto Networks defined customer journey
Preemptively address customer issues and concerns, involving other members of the PANW team as appropriate
Help develop new strategies for growth based around CS
Build, grow and manage a team focused on both product adoption and account health across our top-tier accounts
Work with theater managers to develop career plans with goals and objectives so that each team members’ career development can be documented, tracked and supported
Manage direct and matrix staff in order to achieve Customer Success business and customer objectives
Partner with sales, marketing and product management to grow customer relationships by identifying new business opportunities
Engage with senior sales leadership to determine and align Practice activities and sales engagement to prioritized sales programs and promotions, ensuring alignment is driven through the theater
Work with other PANW Global Customer Services teams - e.g. other Customer Success Theater teams and Global Customer Support Delivery team - to ensure your customers are successfully deployed and supported through their PANW journey
Responsible for Strata CS bookings attainment for applicable packages (Premium Success, Focus Services, etc..)
Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results that are the most conducive to the customer environment and assignment
Creates formal and informal people networks involving coordination among small and large diverse groups
Travel up to 25% - post pandemic
A track record for building and growing a world-class organization through organic growth, talent acquisition, onboarding and retention, characterized by high productivity and excellent team morale
Demonstrated experience leading and developing a high-performing team in an enterprise services or success environment
Experience managing geographically diverse team members with a variety of cultural backgrounds
Demonstrated experience with rapid decision making and problem solving in a high-growth, fast-paced environment
Background in pre-sales, account management, customer success, consulting and/or similar roles driving customer success and technology adoption
Understanding of SaaS solutions and/or enterprise software; cybersecurity experience preferred
Strong consulting and project management skills, with proven results working as a data-driven customer advisor
Passionate about developing and maintaining a consistent engagement process with all customers in your portfolio
Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
Positive, growth-oriented mindset
Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
10+ years experience in enterprise organizations
6+ years people management experience
Bachelors Degree Required
Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to customers after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
The Customer Success mission is to “guide the customer” with their product journey to help increase license and feature adoption to gain maximum value from their investment.
Customer Success extends a client’s capacity to reach maximum operational efficiency. We guide customers in adopting best practices to take advantage of their investment, with a pointed focus on providing the best customer support in the industry.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t 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 email@example.com.
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.