Leader in Customer Experience Delivery

Overview The Senior Director of Customer Experience will lead the Global Customer Service (GCS) Area team in delivering exceptional customer experience and outcomes. This high-visibility role is responsible for managing GCS execution, achieving quarterly and annual metrics, and collaborating with sales leadership to provide post-sale support.

Key Responsibilities Manage GCS execution, including metrics and targets, on a quarterly and annual basis

Engage with customers as the Single Point of Contact (SPOC) and owner of all GCS-related topics in the Area

Collaborate with sales leadership and interface with CIO / CISO-level customer leadership to gain insight and feedback on post-sale experiences

Represent Palo Alto Networks to customers and deliver an exceptional customer experience

Actively participate as a core leader of the GCS EMEA leadership team, bringing Area-related opportunities and challenges to the leadership team

Qualifications Thought leadership and ability to anticipate and adapt to changing customer needs

Passion for creating diverse teams and a customer-obsessed culture

Ability to create a strategy, align resources, and execute continuous improvement

Executive presence, with effective communication and influence at senior levels

P&L / Run the Business experience and mindset, with a strategic mindset, operational skills, and problem-solving abilities

Experience 10+ years\' experience in a high-growth SaaS / Cloud Enterprise Organization or similar experience, including 5+ years in a leadership capacity

Demonstrated experience leading global direct / indirect teams of +10 in customer success, professional services, and / or Support organizations

Experience managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction

Additional Information Our team is creating the curve for digital service experiences. As the fastest-growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as our products.

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