Technical Account Manager Unit 42

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 42s security footprint.

Your Impact

• Ensure customers are maximizing their return on investment by owning the customers onboarding adoption satisfaction and advocacy across a portfolio of customers
  • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the onboarding 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 Referenceability 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 postsales technical account management and  similar roles
• Experience building out new programs and initiatives within an everevolving 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 nontechnical depth
• Proven track record of managing customer escalations balancing customer expectations and negotiating successful resolutions
• Highly datadriven 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 NAMbased customers EST/PST timezones
• Security experience is a big plus

Additional Information :

The Team

To stay ahead of the curve its critical to know where the curve is and how to anticipate the changes were facing. For the fastestgrowing 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 arent 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

Were problem solvers that 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.