Service Delivery Leader📣 Job Ad

About the Service Delivery Leader Role

Palo Alto Networks is seeking a Service Delivery Leader to manage the customer lifecycle with an account-centric focus, acting as the Voice of the Customer. This full-time, remote position involves serving as the primary point of contact for the post-sales journey, driving adoption and consumption of Palo Alto Networks' comprehensive product suite. You will collaborate with global teams to solve complex challenges and enhance customer value.

Role Responsibilities

In this role, you will be instrumental in delivering value and maximizing the security and overall benefit of customer investments in Palo Alto Networks products. You will engage directly with CISOs, CTOs, and various technical teams within leading global organizations.

• Manage key accounts and build relationships with Palo Alto Networks' largest customers.
• Serve as the primary point of contact for multiple product lines throughout the customer's journey.
• Operate cross-functionally with clients, from end-users to C-suite executives, and internal partners across product areas including Cloud, DevSecOps, Network, and AI Security.
• Oversee customer planning, deployment, adoption, account-level reviews, and manage escalations.
• Develop and manage customized product delivery tailored to the customer's specific technology environment.
• Understand customer security priorities and translate them into actionable success plans.
• Partner with the Sales team to create success plans, assess customer health, identify expansion opportunities, and ensure renewals.
• Collaborate with Post-Sales teams, including Professional Services, Customer Success, and Support.
• Engage and coordinate customer delivery efforts across various Palo Alto Networks teams, including engineering and professional services.

Required Experience and Skills

Candidates should possess a strong background in customer-facing roles with a proven ability to manage high-touch, high-visibility post-sales engagements.

• A minimum of 8+ years of professional experience in a customer-facing role.
• Specialization in software product and service delivery to strategic customers, with expertise in at least one of the following areas: Cloud Security, DevSecOps, Network Security, or Security Operations.
• Demonstrated success as a trusted advisor, driving business value for customers, with the ability to engage effectively with C-suite executives and client teams at various technical and non-technical levels.
• Expertise in guiding customers through their journey with a focus on value realization, managing escalations, balancing expectations, and negotiating successful resolutions.
• Ability to thrive in a matrixed team environment, guided by values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
• Fluency in both English and Arabic languages is required.

Preferred Qualifications

• Experience in client-focused program management.
• Proficiency with customer success software such as Gainsight, Salesforce, Smartsheet, Clarizen, or Jira.

Work Location and Travel

This role is remote. Occasional travel may be required for strategic customer engagement and on-site visits, estimated at 10-15%.

Applicants must be based in Saudi Arabia and be eligible for existing IQAMA VISA Transfer, or be a Saudi National, or a member of GCC countries.