Senior Critical Account Program 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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

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

We are looking for a senior and experienced customer support manager with experience working with customers in escalated situations. In this role, you will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team.

This is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across Palo Alto Networks.

In leading the virtual team, you will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.

Your Impact

Ownership for driving progress and resolution of mission-critical issues for Palo Alto Networks' customers.

• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
• Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other invested parties
• Act as a regional point of contact for questions related to the CAP process and procedures - Participate or take ownership of process improvements
• Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
• Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues

Qualifications

Your Experience

Minimum Qualifications

• BA/BS in Computer Science or equivalent practical experience or equivalent military experience required
• Minimum 10+ years of Customer Escalation Experience, experience leading technical support, customer support, and/or services delivery teams

Preferred Qualifications

• Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
• Ability to confidently engage with senior-level stakeholders, both internally and externally - An effective communicator with the ability to have difficult conversations with executives and C-Level stakeholders
• Ability to influence, negotiate, and delegate as required - effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
• A customer-first attitude and willingness to go the extra mile to foster customer success
• Ability to work in a fast paced, challenging environment with global customers
• Demonstrated ability to lead and motivate others
• Ability to multitask and prioritize - driving issues to closure on behalf of the customer
• Creative thinking, adaptability and versatility

Additional Information