Your Career
The VP of Customer Support for Cloud & Cortex will be a member of the Palo Alto Networks Customer Support Leadership Team and will be responsible for leading our Global Customer Support team for Network Security through the delivery of exceptional and efficient customer service.
This high visibility, high impact role is responsible for the Cortex & Prisma Cloud Global Customer Support organization which provides end-to-end technical support to worldwide customers to ensure customer success and full satisfaction with our enterprise security platform and products. This position will report directly to the SVP of Global Customer Support. The ideal candidate will be a strategic thinker, an exceptional leader, and a strong collaborator who thrives in a high-energy and fast-paced environment.
Your Impact
- Create and execute a transformational technical support strategy to deliver a differentiated proactive, predictive customer support experience at the best cost, while leveraging AI / LLM technology
- Develop a high performance leadership team and team of operational and technical support professionals who have the necessary knowledge, skills and capabilities to execute our business strategy and maintain the highest level of customer service
- Build a strong cross functional interlock and operating cadence with our Center of Excellence, Product Management and Technology teams to improve product delivery methodologies, inform product quality, and drive continuous improvement
- Collaborate 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 situations
- Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
- Own and drive the overall support delivery experience - measure, monitor, and report overall customer outcomes, satisfaction and drive programs to assure continuous improvement within the organization and across the customer base
- Lead the operating cadence of the business - Create and deliver 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 improvements
Your Experience
- 15+ years’ experience in a high growth SaaS/Cloud Enterprise Technical Support Organization, or similar experience - Including at least 3+ years in a Vice President leadership capacity leading worldwide teams
- Strong technical background with expertise in cybersecurity domains such as network security and cloud security
- Excellent cross-functional collaboration skills, with the ability to build and maintain relationships with sales, product, and engineering teams
- Exceptional communication and leadership skills, with a proven ability to lead and inspire diverse, global teams
- Demonstrated experience leading global direct/indirect teams of +300 across multiple languages and cultures
- Proven track record of managing global technical support teams and driving rapid and efficient resolution of complex technical issues
- Demonstrated experience in process optimization, automation, and leveraging technology to enhance support delivery
- Strong business acumen with experience in managing budgets, resources, and P&L responsibilities
- Prior experience managing networking or enterprise security product services
- Estimated travel 30%
- STEM Bachelor’s Degree required or equivalent experience - Master’s degree or MBA preferred or equivalent military experience required
What You Bring
- Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
- Technical expertise with a deep understanding of how to leverage technology, especially AI / LLM, to radically transform the way a company can deliver customer support and improve customer experience
- Passion for creating diverse teams and a customer obsessed, outcomes focused culture - Ability to inspire and attract the best talent
- Ability to create a strategy and align resources to execute - Focus on the long term mission and the ability to create initiatives that scale and solve the big problem that impacts many customers and sets the company up for success
- Executive presence - The ability to effectively communicate and influence at every level within the organization and with customers
- Demonstrated experience for creating a highly efficient organization that delivers outstanding customer experience - 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
The Team
- Opportunity to lead a global team and drive impactful customer success initiatives in a fast-growing and dynamic industry.
- Work with cutting-edge cybersecurity technology and collaborate with a team of industry experts.
- Competitive compensation package, including salary, performance bonuses, and comprehensive benefits.
- Professional growth opportunities in a supportive and innovative work environment.
Join our team and help shape the future of cybersecurity services, ensuring our customers are equipped to face tomorrow’s challenges today!
Our Commitment
We’re problem solvers that 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.
All your information will be kept confidential according to EEO guidelines.
