Director, Consulting Services, West​/Commercial - NetSec

Overview

Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Description

Job Summary
As the Director of Professional Services for the Western Strategic and Commercial segments, you will be the strategic leader driving the execution of our Network Security (NGFW) and SASE consulting business. You will architect a scalable operating model for technical delivery, leading a high-caliber team of managers and experts. This role serves as a critical bridge between Sales, Product Engineering, and the customer, ensuring our technology transforms into realized security value and drives business outcomes.

• Set the strategic vision and direction for all post-sales technical service delivery in the area, ensuring consistent and high-quality execution for Palo Alto Networks’ Net Sec Products.
• Act as the single point of accountability for technical services, interfacing with GCS, Sales, Product, Engineering, and Partner teams to ensure alignment and delivery of business outcomes.
• Serve as the Leadership Sponsor for strategic accounts, engaging with executive-level customer stakeholders (e.g., CIOs, CISOs) to provide value reviews and resolve high-stakes escalated issues.
• Build and develop a high-performing team of technical professionals through hiring the best talent in the industry, mentoring, coaching, and performance management in line with the defined capability requirements for the team.
• Drive and achieve business and operational objectives: maintain high utilization, reduce Time to Value, contribute to service sales growth, achieve global target service margins, build relationships with subcontractors and delivery partners, and ensure high CSAT.
• Drive continuous improvement across Netsec Professional Services and Customer Success Engineering using Automation and AI to improve efficiency, quality, and scale.
• Standardize and optimize the Net Sec operating rhythm and delivery practices to improve service health; represent areas at a global level and share customer insights and opportunities for regional impact.
• Collaborate with sales leadership, product, portfolio, and support teams to act as the Professional Services liaison and enable client success; build strong customer relationships and serve as the point of contact for escalations to maintain high customer satisfaction.

• Required Qualifications 10+ years of experience in Professional Services, Customer Success, or Technical Support within a high-growth SaaS/Cloud environment.
• 5+ years in a formal leadership role managing regional and/or matrixed teams.
• Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT.
• Strong foundational understanding of Internet security concepts and products, with knowledge of NGFW and SASE architecture and components.
• Demonstrated experience running a profitable Professional Services or Customer Success business, including achieving revenue/margin targets, managing backlog health,…