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As a Manager of Technical Services for Cloud & Cortex in Japan, you will lead a high-performing team of Deployment and Scale & Optimize dedicated to the Japanese market. Your primary mission is to ensure customers achieve maximum value from our Cloud & Cortex security solutions through expert guidance, seamless deployment, and strategic adoption.
Job Responsibility:
Lead and oversee all post-sales technical service delivery in Japan, ensuring high-quality execution for Palo Alto Networks’ Cloud & Cortex products
Drive customer value realization by overseeing the execution of the company’s best practices
Act as the single point of accountability for technical services for Cloud & Cortex products
Build and develop a high-performing team of technical professionals by hiring, mentoring, and managing performance
Ensure consistent service excellence and long-term customer retention by governing recurring engagement workstreams
Drive and achieve business and operational objectives including Reduce Time to Value, Service Sales Growth, global target service margin ratios, high utilization of PS consultants, optimal resource mix across FTEs and contractors, strong relationships with subcontractors and delivery partners
Collaborate with the Business Value Services team to co-design and evolve services for the Japan market
Ensure high levels of customer satisfaction (CSAT)
Leverage AI and automation in day-to-day operations
Act as an escalation point for critical customer issues
Foster a culture of continuous learning, agility, and innovation
Represent the Japan area at a global level
Ensure smooth execution of global and theatre-level GCS programs in Japan
Requirements:
10+ years of experience in technical services, professional services, customer success or related functions within a high-growth Cyber Security / Cloud Security enterprise environment
3 years in a leadership role building high-performing teams
Proven understanding of technical concepts such as cyber security, cloud security, endpoint, log management, products, and implementation strategies (e.g., XDR, SIEM, CNAPP)
Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT
Deep understanding of the Japanese enterprise market and business culture
Native-level Japanese and business-level English required
Nice to have:
Demonstrated success in pre-sales engagement and SOW creation through project execution and closeout
Valued industry certifications such as CISSP, PMP, or relevant vendor-specific certifications (e.g., Palo Alto Networks PCNSE)
Experience managing team utilization, revenue forecasting, and operational approvals for timesheets and expenses
Willingness to travel up to 5-10% within Japan and occasionally within the JAPAC region