Sr. SAM-Support Account Manager

Senior Support Account Manager

As a Senior Support Account Manager you are key to shaping the support experience of our largest, 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 committed support outcomes and realize the value of their investment in the Palo Alto Networks security platform.

Your Role

• Manage the customer support experience for the delivery of our high-touch, personalized support service to our large enterprise, strategic customers.
  
• Provide leadership in the identification and 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 support management of customer support issues.
  
• Develop and deliver weekly status reports to summarize support status of open issues, path to resolution and support metrics.
  
• Deliver quarterly business reviews that communicate the value the customer is deriving from their Palo Alto Networks' investment.
  
• 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.
  
• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform.

Skills:
Your Experience

• 8+ 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.
  
• 8+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
  
• Prior experience delivering and/or 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 provide leadership 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
  
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

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