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As a Manager of Technical Services for NetSec in Japan, you will lead a high-performing team of Deployment (formerly Professional Services) and Scale & Optimize (formerly Customer Success) dedicated to the Japanese market. Your primary mission is to ensure customers achieve maximum value from our network security solutions (NGFW and SASE) through expert guidance, seamless deployment, and strategic adoption. You will manage daily operations and delivery excellence, fostering trusted relationships with customers while collaborating closely with Sales and Engineering teams to align on business outcomes.
Job Responsibility:
Lead and oversee all post-sales technical service delivery in Japan, ensuring high-quality execution for Palo Alto Networks’ NetSec products
Act as the single point of accountability for technical services for NetSec products, proactively collaborating with GCS, Sales, Product, Engineering, and Partner teams to ensure alignment and delivery of business outcomes
Build and develop a high-performing team of technical professionals by hiring, mentoring, and managing performance
Drive and achieve business and operational objectives: Reduce Time to Value (TTV) and Time to Deploy (TTD), Contribute to Service Sales Growth, Achieve global target service margin ratios, Maintain consistently high utilization of PS consultants, Design and maintain the best resource mix across FTEs and contractors, Build and sustain strong, strategic relationships with subcontractors and delivery partners
Collaborate with the Business Value Services (BVS) team to co-design and evolve services that fit the specific needs of the Japan market
Ensure high levels of customer satisfaction (CSAT) through proactive support and continuous improvement
Leverage AI and automation in day-to-day operations to drive efficiency, quality, and scale
Foster a culture of continuous learning, agility, and innovation to respond to Japan’s fast-changing customer and business environment
Represent the Japan area at a global level, sharing customer insights and local challenges to influence global strategy and programs
Ensure smooth execution of global and theatre-level GCS programs in Japan, while tailoring implementation to local needs
Requirements:
10+ years of experience in technical services, professional services, customer success or related functions within a high-growth SaaS/Cloud enterprise environment
3 years in a leadership role building high-performing teams
Proven understanding of technical concepts such as internet security, networking products, and implementation strategies (e.g., SASE, Next-Generation Firewall)
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 20–30% within Japan and occasionally within the JAPAC region