Support Account Manager

Company Description

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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

The Support Account Manager (SAM) manages our Customers’ services experience to ensure Palo Alto Networks is exceeding customer expectations. As a partner to the Account Team, the SAM understands the account strategy and the customer’s security and business priorities in order to address, solve and support all customer issues quickly and effectively.

Your Impact

• Serve as the Palo Alto Networks’ central point of contact for Support
• delivery and Case Management to ensure the customer has an integrated service delivery experience
• Develop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and support
• Identify upselling opportunities for the account team
• Proactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issues
• Lead any customer escalation communication and engagement
• Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly
• Deliver Case Support Review meetings with the support and involvement of the Account Team
• Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)
• Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature request

Qualifications

Your Experience

• 5+ years of experience in technical support within the high-tech industry
• 5+ years of client facing sales or services experience
• Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to influence teams across the organization to achieve desired customer outcomes
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Knowledge of CyberSecurity Technologies and Solutions
• Knowledge of heterogeneous environments used by enterprise customers
• Fluency in the English language as well as other customer language requirements (where applicable)
• Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you provide 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. You’ll be involved in helping to fix issues as they are raised. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

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 [email protected].

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.

Is role eligible for Immigration Sponsorship?: Yes