Technical Account Manager

Summary

Join Palo Alto Networks as a Technical Account Manager and become a trusted advisor to our customers, ensuring efficient adoption of Unit 42 Managed Services. You will work with enterprise clients to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. Responsibilities include driving customer onboarding, maximizing ROI, managing escalations, and serving as a customer advocate. This role requires 3+ years of relevant experience in customer success, consulting, or post-sales technical account management within cybersecurity. Strong consulting and project management skills are essential. Palo Alto Networks offers a competitive salary, benefits, and a dynamic work environment.

Requirements

• 3+ years of relevant work experience in customer success, consulting, post-sales technical account management, and similar roles in the cybersecurity field
• 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

Responsibilities

• 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

Preferred Qualifications

• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company
• Experience with enterprise security products and/or offerings

Benefits

• Competitive salary
• Restricted stock units
• Bonus