Senior Critical Account Program Manager
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Job Location:
Santa Clara County, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are looking for a senior and experienced customer support manager with experience working with customers in escalated this role you will lead and manage the resolution of customers 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.
Key Responsibilities
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.
Your Impact
Engage and lead cross-functional and geographically dispersed teams to address critical situations
Effectively communicate (verbal and written) critical issue status to executive staff sales teams and other invested parties
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 :
- BA/BS in Computer Science or equivalent practical experience
- 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 :
Compensation Disclosure
The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $134000 - $200000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in hi ... View more
