Your CareerThe Director of GCS at Area level will be a member of the Palo Alto Networks Global Customer Service Leadership Team in JAPAC and will be responsible for leading our matrixed GCS Area team through the delivery of exceptional customer experience and outcomes. This high visibility, high impact role is responsible for the GCS organisation which provides end-to-end post sale support to customers ensuring all customers are reliably deployed, fully adopted, technically healthy and achieving value from their Palo Alto Networks investments This position will report directly to the VP GCS in JAPAC.Your ImpactManage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the Area on a quarterly and annual basisProactively engage with and represent as the SPOC and owner, all GCS related topics in Area and execute in alignment with Theatre and Global GCS processes and ways of workingCollaborate with sales leadership and proactively interface with CIO/CISO level customer leadership to gain insight and feedback on how to provide the best post sales experience - Lead when necessary in critical customer situationsWork in alignment with the Area leaders to represent PANW to customers where required and deliver an exceptional customer experienceActively 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 executionBuild a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in AreaDevelop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisationsBuild a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomesOwn 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 improvementsWhat You Bring Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needsPassion for creating diverse teams and a customer obsessed, outcomes focused culture - Ability to inspire and attract the best talentAbility to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisationsExecutive 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
