Sr. Manager, Professional Services, U.S. Public Sector (NGFW/SASE) | Active Top Secret Clearance

Palo Alto Networks • Washington, DC

5h • $178,000 - $245,500 • Remote

About The Position

As the Senior Professional Services Manager for NGFW/SASE, you will be a critical leader for the US Public Sector region, guiding a high-performing team of Professional Services Consultants. You will drive the overall professional services business, provide expert oversight for all customer engagements, and ensure the high-quality delivery of NGFW/SASE security solutions. This role is highly integrated with Sales and Support teams, focusing on building trusted relationships and ensuring successful customer outcomes while consistently achieving key business metrics.

Requirements

• 7+ years leading and scaling Professional Services or Customer Success teams responsible for the successful deployment and ongoing operation of complex enterprise security architectures.
• 5+ years of experience in a management role overseeing technical consultants, architects, Customer Success Engineers or Resident Engineers/Extended Expertise staff, with teams of 10+ technical resources.
• Proven expertise in managing the full Professional Services or Customer Success project lifecycle from pre-sales through to successful project closeout and revenue recognition.
• Strong foundational understanding of Internet security concepts and products, with a deep demonstrated knowledge of NGFW and SASE (Secure Access Service Edge) architecture and its components.
• Demonstrated experience running a profitable Professional Services or Customer Success business, including achieving revenue/margin targets, managing backlog, health and optimizing project closure rates.
• Experience with Professional Services Automation tools (e.g., Clarizen, Certina, Kantata) for tracking metrics like utilization, time-off, and backlog.
• Experience with Sales Management tools (e.g., Salesforce) for revenue forecasting and pipeline review.
• Experience with Business Intelligence tools (e.g., Tableau) for reporting on key operational metrics.
• Demonstrated ability to manage critical customer escalations effectively and ensure prompt resolution for high-profile clients.
• Excellent written and verbal communication skills with the ability to clearly articulate complex technical knowledge to non-technical individuals and leadership.
• Bachelor’s Degree or equivalent military experience.
• Ability to travel up to 25% domestically to customer sites and internal business meetings.
• US Government DoD Active Top Secret Clearance or higher.

Responsibilities

• Serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement.
• Own the comprehensive financial and operational management of the business, which includes executing all activities tied to defined goals such as accelerating backlog retirement and ensuring accurate revenue.
• Drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction.
• Ensure your team is appropriately staffed and has the necessary capacity to achieve quarterly goals, effectively managing a diverse mix of delivery resources (e.g., regional and global delivery teams) to achieve optimal efficiency.
• Champion the integration of AI/ML tools to optimize internal Professional Services operations, drive efficiency in service delivery, and develop innovative execution strategies to increase team productivity.
• Collaborate with the sales leadership team, product, portfolio and support teams where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.
• Focus on the efficient delivery of standardized professional service offerings, focusing on accelerating the customer's time-to-value (TTV) and enforcing high-quality, standardized service delivery methodologies across all engagements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees