Sr. Director, GCS Area Leader

Your Impact

• Manage execution and achievement of all GCS (Global Customer Services) including all metrics and targets for the area on a quarterly and annual basis
• Proactively engage with and represent GCS in all related topics for the area and execute in alignment with theatre and Global GCS processes and ways of working
• Collaborate with Sales & Presales leadership and proactively interface with CxO/CISO level customer leadership across the region to gain insight and drive improvements on how to provide the best post sales experience - lead when necessary in critical customer situations
• Work in alignment with the Area leaders to represent PANW to customers and deliver an exceptional project delivery, support & customer success experience
• Actively participate as a core leader of the GCS JAPAC leadership team bringing the specific area related opportunities and challenges to the leadership team with data to enable effective and efficient execution
• Build a strong cross functional interlock and operating cadence with Sales, Product and Technical Consulting teams in area
• Develop a high performance team of GCS staff creating a cohesive GCS organisation at Area level including direct and matrixed reports and organisations
• Build a growth mindset oriented culture that promotes diversity, continuous improvement, a sense of urgency and customer outcomes
• Own and drive the overall GCS execution programs - measure, monitor, and report GCS key quarterly targets and metrics and drive programs to assure continuous improvement
• Lead the operating cadence of the business - Create 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
• Serve as the primary business owner for GCS within the area, with an acute focus on managing and optimizing key financial levers, including Revenue, Cost, Margin, and Investment, to ensure the Area meets its long-term strategic and financial goals.
• Externally represent Palo Alto Networks at Customer and Partner events, to advocate our Products, Solutions, Services and Cyber Security expertise.

Your Experience

• AI fluency and thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs
• 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 and drive continuous improvement in alignment with other teams and organisations
• Executive presence - The ability to effectively communicate and influence at senior levels with customers and within the organisation
• P&L/Run the Business experience and mindset - 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

Your Experience

• 10+ years experience in a high growth SaaS/Cloud Enterprise Organization, or similar experience - Including at least 5+ years in a leadership capacity
• Demonstrated experience leading global direct/indirect teams of 10+ in customer success, professional services and/or Support organisations
• Experience managing quantified metrics and execution programs to deliver exceptional results and customers satisfaction
• Customer facing experience in senior roles
• Travel requirement up to 30% within the Area
• Experience building and growing teams with both direct and indirect reporting lines
• History of building trusting relationships with regional and Area-level PS delivery teams, Engineering, Sales, Marketing, and service delivery Partners
• STEM Bachelors Degree required or equivalent experience or equivalent military experience required - Masters degree preferred
• Mastery and interest in using AI to drive efficiency and improved outcomes for our customers and teams
• Demonstrated success in leading and scaling diverse, matrixed teams across India, with a proven ability to adapt strategies to local market dynamics, cultural nuances, customer characteristics, and regulatory requirements.