Social network you want to login/join with:
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. We envision a world where each day is safer and more secure than the one before. These aren’t easy goals, but we’re committed to better. We are a company built on challenging and disrupting the status quo, seeking innovators dedicated to shaping the future of cybersecurity.
Disruption is central to our technology and work culture. Through FLEXWORK, our approach to work, we meet the needs of our employees now and in the future. FLEXWORK empowers employees to customize their work experience, fostering innovation and evolution within our team.
Job Description
Your Career: The Sr. Support Account Manager (SAM) manages our customers’ service experience to ensure Palo Alto Networks exceeds customer expectations. As a partner to the Account Team, the Sr. SAM understands the account strategy and the customer’s security and business priorities to address, solve, and support all customer issues swiftly. This role also involves advising other SAMs on proactive monitoring of complex issues and collaborating with stakeholders to expedite resolutions.
Your Impact
* Serve as the central point of contact for Support delivery and Case Management, ensuring an integrated service experience.
* Develop a deep understanding of customer challenges and technical environments to provide guidance and support.
* Identify upselling opportunities for the account team.
* Proactively monitor complex issues, working closely with Customer Support and Engineering teams.
* Lead customer escalation communications and engagement.
* Manage complex customer situations, coordinating actions across teams to resolve issues efficiently.
* Deliver Case Support Review meetings and Risk Advisory notifications.
* Advise other SAMs on managing complex customer situations.
* Engage Product Management to communicate security priorities and operational requirements.
* Provide support and onboarding expertise on multiple PANW products and solutions.
* Contribute to white papers, technical content, and customer forums.
* Lead improvements in delivery methodology and mentoring efforts.
Qualifications
* 8+ years in technical support within high-tech industries.
* 8+ years in client-facing sales or services roles.
* Project Management or service delivery qualifications (e.g., PMP, PRINCE2, ITIL) are a plus.
* Ability to prioritize in demanding environments and deliver consistent results.
* Experience in engaging key stakeholders and building relationships independently.
* Proven ability to influence cross-organizational teams.
* Excellent communication skills for technical and non-technical audiences.
* Deep knowledge of cybersecurity technologies and enterprise environments.
* Fluency in English and other relevant languages.
* Experience managing multiple projects in dynamic, security-focused environments.
* Leadership qualities with a positive, growth-oriented mindset.
* Ability to thrive in a matrixed, collaborative team environment.
#J-18808-Ljbffr