Support Account Manager

Palo Alto Networks-posted 12 months ago

$114,000 - $183,500/Yr

Full-time

Plano, TX

5,001-10,000 employees

Publishing Industries

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A Support Account Manager plays a big part in ensuring Palo Alto Networks secures customers for life by delivering the best high-touch and personalized support experience in Cybersecurity! A Support Account Manager's responsibilities includes driving customers' technical support health to inspire customer confidence in operating, maintaining and adopting our Palo Alto Networks platform. The SAM orchestrates the delivery of support services for technically complex, strategic customers in collaboration with support engineers, incident commanders and support leaders. SAMs understand their customers' security priorities, their environment, their needs and their issues to drive technical health, time to resolve and customer satisfaction. A successful Support Account Manager is a customer-obsessed team player who leverages demonstrated technical expertise and exceptional communication skills to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.

Deliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolio
Identify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficiently
Develop an understanding of our customer's business and security priorities to personalize the customer's support experience
Develop and deliver weekly status reports to communicate the clear and actionable issue path to resolution and to review trends of customers issues to learn from every case
Proactively use data to monitor customer health, to resolve customer technical issues and to proactively mitigate risks to avoid escalations
In collaboration with support engineers, document, deliver and present in-depth, technical, root cause analysis for customer issues
Act as an advocate for customers, coordinating internal resources including support, incident management and engineering to triage and quickly resolve high severity cases
Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly
Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests
Deliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks' investment
Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers
Understand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security posture
Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform

3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products
Ability to translate business objectives into desired outcomes and deliver best practice guidance
Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints
Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
Demonstrated ability to work in a matrix team environment partnering and influencing others 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
Positive, growth-oriented mindset

Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus

FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
Mental and financial health resources
Personalized learning opportunities

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