Director of Customer Excellence

1 day ago


Tottenham, Greater London, United Kingdom Palo Alto Networks Full time

**Job Title:** Director of Customer Excellence

At Palo Alto Networks, we're seeking a talented professional to fill the role of Director of Customer Excellence. This position will play a critical part in ensuring our customers achieve maximum value from our products and services.

**About the Role:

This is an exciting opportunity for a seasoned customer success expert to lead a team of professionals responsible for driving growth, adoption, and retention among our valued customers. The ideal candidate will have a proven track record of success in people management, coaching, and up-leveling teams' competencies.

**Key Responsibilities:

  • Lead a team of Customer Success Managers to develop delivery plans that maximize customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.
  • Manage key escalations and produce best practice blueprints for the portfolio of customers.
  • Measure effectiveness of Customer Success Managers, ensuring the team delivers on Key Operational metrics.
  • Create cadence for review within the team to drive premier programmatic Customer Success practice.

**Requirements:

  • Relevant Master degree or equivalent experience.
  • 10+ years experience working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption.
  • 3+ years of recent experience in people management role, or equivalent experience.

**Salary Estimate:** $140,000 - $180,000 per year, based on location and experience.



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