Sr. Director, Strata GTM-Customer Success, Security Services

Palo Alto Networks
Full time Full day
Santa Clara, CA

Company Description

Our Mission

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.

Job Description

Your Career

We are looking for a Sr. Director, GTM-Customer Success for the Strata Customer Success organization - Security Services. This leader will embody the PANW vision and culture,  leading the rapid growth strategies and GTM execution for our Customer Success offerings to support of our CDSS offerings.   A successful candidate is one who thrives in a fast and collaborative environment and has a proven track record of driving growth. 

Your Impact

  • Be the Global Customer Services (GCS) GTM point person in PANW Security Services  leadership meetings representing customer services (i.e. customer success, professional services, education, and support) and our customers we serve 

  • In conjunction  with our Services Product Portfolio team, ensure the GCS portfolio for Security Services  addresses GTM requirements and customer needs. 

  • Define and lead the overarching effort to build and manage customer success portfolio offerings for the Security Services product  partnering with Product Management, Marketing, Pricing,  Sales, and Global Customer Services to drive full customer lifecycle adoption, optimization, and retention

  • Conduct market research on industry offerings,  create business cases,  conduct pricing analysis, and positioning for new and existing offerings for Security Services in partnership with our Services Product Portfolio team

  • Drive offerings through the NPI and NSI process for Security Services in partnership with our Services Product Portfolio team

  • Monitor portfolio attach and customer feedback and address gaps proactively

  • Create an environment and process for open communication and feedback loop between all functions to develop improvements and drive change

  • Manage direct and matrix staff in order to achieve Customer Success business and customer objectives

  • Help develop new strategies for growth based on existing and new Customer Success offerings

Qualifications

Your Experience

  • A significant set of experiences with GTM /growth in a B2B fast-growing company

  • Knowledge of the CDSS product landscape

  • Background in Enterprise B2B sales/ pre-sales, customer success, consulting and/or similar roles driving customer success and technology adoption

  • Background in Cloud customer success organizations a plus

  • Proven track record of leading complex analysis and driving clear prioritization and strategy

  • 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

  • Prior experience in product management/ product marketing highly desire 

  • Outstanding communication and presentation skills; must be comfortable interacting extensively with executive staff

  • Passionate about developing and maintaining a consistent engagement process with all customers in your portfolio 

  • Positive, growth-oriented mindset

  • Demonstrated experience with rapid decision making and problem-solving in a high-growth, fast-paced environment

  • Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges 

  • Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

  • 12+ years  experience in enterprise organizations

  • 6+ years people management experience

  • Bachelors Degree required

Additional Information

The Team

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. 

Our Commitment

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 protected]

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.

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