Support Account Manager

• Provide leadership in the delivery of our high-touch, personalized support service to our customers
• Understand and participate in technical discussions in order to move towards the resolution of technical issues that are blocking successful adoption of the Palo Alto Networks’ platform
• Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support
• Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities
• In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues
• Deliver quarterly business reviews that communicate the value the customer is deriving from their Palo Alto Networks’ investment
• Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers
• Understand how customers are using their Palo Alto Networks products and provide best practices guidance in support of customer use cases and to increase their security posture
• 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
• Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly
• Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests
• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform

• 3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
• 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience 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 work 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
• Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus

Project Management certifications or qualifications such as PMP, PRINCE2, ITIL