Technical Account Manager (Unit 42 MDR) - Remote

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. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion 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 onboarding process
  • Drive adoption- ensure customer applies the offering in a timely manner
  • Ensure customers are 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 becoming a Subject Matter expert over time
• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoints 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, and 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 in the cybersecurity field- a must! 
• 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 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 product