Your 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 deployed
