At Palo Alto Networks® everything starts and ends with our mission :
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These are not easy goals to accomplish but we are not here for easy.
We are here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we are looking for innovators who are as committed to shaping the future of cybersecurity as we are.
We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.
From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
As a Service Account Manager (SAM) you will engage to personalize their customers’ experience and ensure a successful Palo Alto Networks deployment.
You will develop a working partnership to standard methodology and mitigate risk for their customers. You will effectively become a virtual part of our customers’ teams, as well as our account and support delivery teams.
They will engage align our technology with business and technical needs of our partners. They will provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.
Develop a deep understanding of our customer’s business challenges and objectives as well as their technical environment
Lead overall post-sales technical relationship with named customers, and be responsible for total customer experience for those assigned accounts
Engage with Senior Management within the Business Units in order to influence strategic, operational, and tactical direction on behalf of named customers
Develop and maintain effective, strategic working relationships with named accounts; as well as any key partners or systems integrators involved in their designated accounts
Throughout the customer engagement, fully document on-site visits, meetings / actions, customer interactions, and technical environment details
Conduct onsite visits as appropriate to develop the customer relationship, build familiarity with the client environment, and help mitigate and bring issues to resolution
Provide mission critical support services, monitor complex issues and work closely with the Customer support and Engineering teams to ensure proper escalation and resolution processes are utilized
Independently handle complex customer situations, coordinating the actions of the Account Team, Technical Services (including partner resources where appropriate), and Engineering
Communicate dedicatedly with accounts regarding product and program information, supportability issues and strategic product plans where appropriate
Become a trusted advisor for customers on how to best use Palo Alto Networks and when to introduce appropriate services and / or partner resources
Responsible for the identification of new business opportunities within the client company
Maintain and expand working knowledge of our current products and their business applications
Facilitate strategic quarterly business reviews to align business and technical goals
Contribute towards knowledge management within our technical services, particularly with respect to customer case studies, experiences and best practice
Drive a customer relationship forward, identifying creative ways to deliver value throughout that relationship
Able to travel (occasionally at short notice)
BA / BS in computer science or equivalent (MBA a plus)
5+ years’ experience in technical support and / or professional services within the high tech industry preferred
5+ years of client facing engagement experience and / or services delivery roles
Abe to prioritize within a demanding workload and deliver results
Broad technical knowledge of heterogeneous environments used by Enterprise Accounts
Previous account management experience required, with a demonstrable achievement of critical metrics relating to customer satisfaction and account development
Able to manage critical issues, drive discussion and present internal and customer issues at the executive level
Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain impact in business terms
Project Management and / or service delivery qualifications (such as PRINCE2, PMP, Agile, or ITIL) are desired but not essential
Demonstrated skills in escalation management and conflict resolution
Technical experience in the Enterprise / Network Security Industry
Knowledge of Enterprise / Network Security (Routers, Switches, firewalls, VPN routers Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
Experience with LAN, WAN technologies, and debugging broad, complex, and unique networks with mixed media and protocols