OverviewYour CareerAs a Senior 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 EMEA. 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 world’s 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 ImpactTeam Leadership & Development:Manage and mentor a team of Service Delivery Leaders and Customer Success ManagersFoster team cohesiveness, focusing on employee morale and development initiatives to promote internal retentionSet team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reportsBuild a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomesInspire and attract top talent to your teamAccount Health Management & Customer Outcomes:Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the regionAct as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geographyAccountable for executive engagement, account health, and risk mitigationOversee customer planning, deployment, account-level reviews, and escalationsMaintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive, prescriptive advice for outstanding Customer SuccessHandle all escalations, executive engagement, and at-risk account interventionsDrive success metrics and Key Performance Indicators (KPIs) to effectively manage Customer Account Health Managers and their teamsTrack and report on customer success metrics, including net promoter score, customer satisfaction, service level agreements, and value realizationCross-Functional Collaboration & Business Leadership:Lead the communication channel into the business, manage business change, and drive process improvementsPartner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewalsEngage with Professional Services for implementations and extended expertise deploymentsPartner with Sales and Product field leaders to drive adoption and retentionEngage and coordinate customer delivery across Palo Alto Networks teams, including Product Management, Engineering, and SupportBuild strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your areaEnsure consistent application of global playbooks per productProvide field feedback and interlock with Product/EngineeringAlign with Support, which is globally owned but locally deployedQualificationsYour Experience10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar, including at least 5+ years in a leadership capacityDemonstrated experience leading global direct/indirect teams of 10+ in customer success, professional services, and/or support organizationsProven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfactionExtensive 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 teamsExpertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutionsExperience 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 DevSecOpsProven ability to work effectively in a highly matrixed and fast-growing organization, building strong working relationships across multiple functions and mediating conflictA 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 improvementsThought leadership and the ability to anticipate and quickly adapt to changing customer and company needsProven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business successSTEM Bachelor’s Degree required or equivalent experience; Master’s degree preferredClient-focused program management expertise preferredSkilled in customer success software (e.g., Gainsight, Salesforce, Smartsheet, Clarizen, Jira) preferredTravel: Open to occasional travel according to the need for strategic customer engagement and on-sites, with a potential for up to 30% travelFluent English. Any additional European language will be a plusAdditional InformationThe TeamOur 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 doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.You’ll 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, you’ll 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.Our CommitmentWe’re problem solvers that 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 accommodations@paloaltonetworks.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.All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr