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Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As the Senior Director of Global Customer Services (GCS) for ASEAN & Greater China, you will be a key member of the JAPAC GCS Leadership Team. This high-impact role involves leading a matrixed team to deliver exceptional customer experiences and outcomes. You will serve as a critical partner to the Sales organization, owning the end-to-end post-sales customer journey to ensure customers are successfully deployed, supported, and achieving maximum value from their Palo Alto Networks investments.

Key Responsibilities

• Manage execution and achievement of all GCS metrics and financial targets (Revenue, Cost, Margin) for the Area on a quarterly and annual basis.
• Proactively collaborate with Sales leadership and interface with CxO/CISO level customer executives to drive improvements in the post-sales experience.
• Serve as the primary business owner for GCS within the Area, leading critical customer situations and representing the GCS organization in all related topics.
• Develop and lead a high-performance, cohesive GCS team, fostering a growth mindset and a culture of diversity, continuous improvement, and customer-centricity.
• Build a strong cross-functional interlock and operating cadence with Sales, Product, and Technical Consulting teams to ensure alignment and efficient execution.
• Own and drive GCS execution programs by measuring, monitoring, and reporting on key quarterly targets and metrics to ensure continuous improvement.
• Lead the operating cadence of the business, establishing impactful metrics to enhance customer experience and operational productivity.
• Externally represent Palo Alto Networks at customer and partner events, advocating our products, solutions, services, and cybersecurity expertise.

Required Qualifications

• Bachelor’s Degree in a STEM field, or equivalent practical experience.
• 10+ years of experience in a high-growth SaaS/Cloud Platform Enterprise Organization.
• Minimum of 5 years in a leadership capacity, with demonstrated experience leading global direct and/or matrixed teams of 10+ in customer success, professional services, or support.
• Proven experience managing quantified operational metrics and execution programs to deliver exceptional results and customer satisfaction.
• Demonstrated success in leading and scaling diverse, matrixed teams across the ASEAN and Greater China regions, adapting strategies to local market dynamics.

Preferred Qualifications

Master’s degree.

• AI fluency, with a mastery and interest in using AI to drive efficiency and improved outcomes for customers and teams.
• Significant P&L management experience with a strategic mindset and strong operational, analytical, and problem-solving skills.
• Executive presence with the ability to effectively communicate and influence at senior levels with customers and within the organization.

The Team

Our GCS team is critical to our success and mission. As part of this team, you lead and enable GCS by providing support to customers after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves.  As threats and technology change, we stay in step to accomplish our mission.

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  accommodations@paloaltonetworks.com.

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.