Technical Account Manager (Unit 42)
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Our Mission
At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.
Who We Are
In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!
We believe collaboration thrives in person. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.Job Summary
The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks Unit 42 Managed Services this role you will work closely with CISOs Security Architects Security Engineers and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction value retention and expansion of the Unit 42s security footprint.
The Team
Unit 42 - Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality in-depth research on adversaries malware families and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools techniques and procedures threat actors execute to compromise organizations. If youre looking for a career with access to the brightest minds in cybersecurity youve found it. We have a hunger for researching hunting out the worlds newest threats and sharing them with our industry to make the digital world a safer place.
Key Responsibilities
Manage a global customer portfolio providing dedicated support to organizations across EMEA JAPAC and the US adapting to various regional requirements and business cultures.
Ensure customers maximize their return on investment by guiding onboarding driving adoption and fostering satisfaction and advocacy.
Ensure customers are measurably satisfied with the service and proactively communicate refresh needs and available options.
Build trusted advisor relationships with customer stakeholders executive sponsors and partners to maximize adoption and business value.
Serve as the first line of defense in customer support coordinating with engineering teams for timely resolution of issues and becoming a Subject Matter Expert over time.
Maintain ongoing communication with customers regarding service offerings updates events and act as the primary point of contact for feedback.
Advocate for customers internally to influence product roadmap service improvements and best practices.
Manage performance metrics including CSAT renewal rate referenceability adoption consumption and customer engagement. Identify renewal risks and work with internal teams to remediate.
Identify risks to customers achieving their business goals and collaborate with account teams to build mitigation plans or escalate as needed.
Qualifications
Your Experience
4 years of relevant experience in customer success consulting post-sales technical account management or similar roles with experience in cybersecurity
Proven experience building and executing customer engagement programs in an evolving organization.
Strong consulting and project management skills with a track record of acting as a trusted advisor to drive business value.
Experience managing escalations balancing customer expectations and negotiating successful resolutions.
Highly data-driven with a focus on metrics process adherence and continuous improvement.
Ability to drive consistent engagement processes across a portfolio of customers.
Excellent communication and interpersonal skills to build relationships with technical and non-technical stakeholders.
Team player with high integrity accountability and a customer-first mindset.
Our Commitment
Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .
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 No. Please note that we will not sponsor applicants for work visas for this position.Required Experience:
Manager
