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 Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ Unit 42 Managed Services adoption.
The end result is increased customer satisfaction, value, retention, and expansion of Unit 42’s security footprint.
Your Impact
- Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
- Drive adoption- ensure customer applies the offering in a timely manner
- Ensure customer is measurably satisfied with the service they are receiving, informing customers of refresh needs and options
- Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive the managed services adoption to ensure they are leveraging the solution to achieve full business value
- Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
- Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
- Serve as a customer advocate in influencing product roadmap and improvements
- Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement - Identify renewal risk and collaborate with internal teams to remediate
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
Qualifications
Your Experience
- 3+ years of relevant work experience in customer success, consulting, post-sales technical account management and similar roles
- Experience building out new programs and initiatives within an ever-evolving organization
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
- Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
- Highly data-driven with a commitment to the following process
- Excited about driving and tracking a consistent engagement process with all customers in your portfolio
- Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
- Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company is highly desired
- Experience with enterprise security products and/or offerings
- Flexibility in working with NAM-based customers - EST/PST timezones
- Security experience is a big plus
Additional Information
The Team
To stay ahead of the curve, it’s critical to know where the curve is, and how to anticipate the changes we’re facing. For the fastest-growing cybersecurity company, the curve is the evolution of cyberattacks and the products and services that proactively address them. Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. They are constantly innovating – challenging the way we, and the industry, think about cybersecurity. These engineers aren’t shy about creating products to solve problems no one has tackled before. They define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.
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.
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What We Do
As the global AI and cybersecurity leader, Palo Alto Networks (NASDAQ: PANW) is dedicated to protecting our digital way of life via continuous innovation. Trusted by more than 70,000 organizations worldwide, we provide comprehensive AI-powered security solutions across network, cloud, security operations and AI, enhanced by the expertise and threat intelligence of Unit 42. Our focus on platformization allows enterprises to streamline security at scale, ensuring protection fuels innovation.
Why Work With Us
We are relentless in protecting our customers and their customers from bad actors, threats, and slow downs. This shows up in our speed, thirst to solve problems, our values. We are united in this mission and the unique ideas it takes to keep up. This is why we embrace each individual who is part of our team determined to make a difference.
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