Technical Account Manager (Unit 42 MDR) - Remote

$128,000 - $209,000/Yr

Palo Alto Networks - Santa Clara, CA

Full-time - Mid Level

Remote - Santa Clara, CA

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager (TAM) at Palo Alto Networks will serve as a trusted advisor to customers, ensuring the effective adoption of Unit 42 Managed Services. This role involves close collaboration with various stakeholders within mid-to-large enterprises to enhance customer satisfaction, retention, and the overall value derived from Palo Alto Networks' cybersecurity solutions. The TAM will be responsible for onboarding, driving service adoption, and acting as a liaison between customers and internal teams to address support requests and product improvements.

Responsibilities

• Act as a trusted advisor to customers to ensure efficient adoption of Unit 42 Managed Services.
• Oversee customer onboarding and ensure timely application of services to maximize ROI.
• Maintain high levels of customer satisfaction and inform customers of service refresh needs.
• Develop relationships with customer stakeholders to drive managed services adoption.
• Serve as the first line of defense for customer support requests and coordinate timely resolutions with engineering teams.
• Communicate regularly with customers regarding Unit 42 updates and offerings.
• Manage performance metrics such as CSAT, renewal rates, and customer engagement.
• Identify renewal risks and collaborate with internal teams to mitigate them.
• Work with account teams to build risk mitigation plans for customers.

Requirements

• 3+ years of experience in customer success, consulting, or technical account management in cybersecurity.
• Strong consulting and project management skills with a proven track record of driving business value.
• Experience managing customer escalations and negotiating resolutions.
• Highly data-driven with a commitment to process adherence.
• Ability to engage consistently with all customers in the portfolio.
• Team player with integrity and a focus on continuous improvement.
• Previous experience with Cybersecurity/SaaS solutions or enterprise software.

Nice-to-haves

• Experience with enterprise security products and offerings.

Benefits

• Flexible work hours and remote work options.
• Mental and financial health resources.
• Personalized learning opportunities.
• FLEXBenefits wellbeing spending account with over 1,000 eligible items.