Global Operations Director, Customer Success & Insights

Jobs Paloaltonetworks; Grande-Bretagne; À distance; GBP 142 000 - 195 000; Plein temps

Résumé du poste

Palo Alto Networks is seeking a Director of Operations in a fully remote role, coordinating the Global Technical Services organization. You will translate customer data into scalable processes and drive value realization across data platform, cybersecurity, and observability portfolios.

You will build and lead a global team of operations managers and data analysts, partner with Finance and RevOps, and deploy a robust tech stack including Gainsight, Salesforce, Snowflake and Tableau to deliver

Qualifications

• 10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high-growth, enterprise SaaS or cloud software organization.
• Demonstrated success in building, mentoring, and managing high-performing global operations and data analytics teams.
• Deep expertise in administering Customer Success and CRM platforms (Gainsight, Salesforce) and a strong grasp of data warehousing and BI tools (Snowflake, Tableau) and spreadsheet modeling.
• Exceptional analytical and problem-solving skills with a proven ability to translate complex customer data into clear executive summaries and actionable strategies.
• Outstanding ability to influence without authority and provide structured executive communication to senior leadership.
• Familiarity with the data platform, cybersecurity, or observability markets, including telemetry definitions and adoption methodologies.
• SQL literacy and experience managing UAT for large-scale system deployments.
• MBA or equivalent strategic leadership experience.

Responsabilités

• Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization.
• Act as the primary liaison with Corporate Finance and RevOps to align on headcount planning, budget allocation, capacity modeling, and revenue forecasting.
• Develop data-driven models to align resources with business needs and global customer coverage requirements.
• Oversee the development of standardized global dashboards, providing visibility into Net Retention Rate, Gross Retention Rate, Time-to-Value, and churn risk.
• Establish global business metrics and MBO strategies; lead recurring business reviews to address performance gaps.
• Design and implement frictionless, automated procedures across the entire customer lifecycle—from onboarding to expansion.
• Lead deployment and optimization of the Customer Success tech stack (Gainsight, Salesforce, Snowflake, Tableau).
• Design training plans and change management strategies to enable global teams on new workflows and updates.
• Unite Customer Success with Product, Sales, and Support to eliminate silos and ensure cohesive account management.
• Hire, mentor, and lead a global team of operations managers and data analysts, fostering operational rigor and continuous improvement.

Connaissances

Leadership

Analytical thinking

Stakeholder management

SQL literacy

Formation

MBA or equivalent

Outils

Gainsight

Salesforce

Snowflake

Tableau

Description du poste

Palo Alto Networks is seeking a Director of Operations in a fully remote role, coordinating the Global Technical Services organization. You will translate customer data into scalable processes and drive value realization across data platform, cybersecurity, and observability portfolios.

You will build and lead a global team of operations managers and data analysts, partner with Finance and RevOps, and deploy a robust tech stack including Gainsight, Salesforce, Snowflake and Tableau to deliver