Technical Account Manager (Unit 42)

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 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 of the Unit 42s security footprint.

Your Impact

• Ensure customers are maximizing their return on investment by owning the customers 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 on-boarding process

  • Drive adoption- ensure customer applies the offering in a timely manner

  • Ensure customer is 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 become a Subject Matter expert over time

• Ensure continual communication with customers on Unit 42 messaging current and offerings updates events main points contact within Unit 42 and touchpoint 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 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

• 4 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 highly desired

• Experience with enterprise security products and/or offerings

Additional Information :

The Team

Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be
shared and available to all within the industry. We deliver high-quality in-depth research on adversaries malware families and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools techniques and procedures threat actors execute to compromise organizations.

If youre looking for a career with access to the brightest minds in cybersecurity youve found it. We have a hunger for researching hunting out the worlds newest threats and sharing them with our industry to make the digital world a safer place.

You will be part of a growing passionate and dynamic team with an opportunity to work on challenging and exciting projects centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means were constantly working to make your experience amazing and you are part of the team breaking boundaries of what the workplace can be!

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Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time