Support Account Manager

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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

As a Support Account Manager (SAM) you are key to shaping the support experience of our strategic customers.  Your responsibility includes driving the technical support delivery across the Palo Alto Networks platform of products to ensure Palo Alto Networks is exceeding customer expectations.  As a partner to your Customers, you will understand their business goals and security priorities in order to deliver support services that drive customer loyalty and success.  Successful candidates will be customer-obsessed team players who leverage demonstrated technical expertise with strong business acumen to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.  

Your Impact

• Provide leadership in the delivery of our high-touch, personalized support service to our strategic customers
• Understand and participate in technical discussions in order to drive the resolution of technical issues that are blocking successful adoption of the Palo Alto Networks’ platform
• Develop a deep understanding of our customer’s business and security priorities to provide technical best practice guidance and support
• Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities
• In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues
• Deliver quarterly business reviews that communicate the value the customer is deriving from 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 in support of customer use cases and to increase their security posture
• Deliver updates on product and feature enhancements
• Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues
• Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues
• 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
• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform

Qualifications

Your Experience

• 5+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives
• 5+ 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, en