Description:
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 requests
Qualifications
Your Experience
- 5+ years of experience in technical support within the high-tech industry
- 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