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About the Role
Serve as a critical bridge between internal teams and enterprise customers, acting as the centerpoint connecting Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. Guide, mentor, and train internal teams and customers to ensure seamless communication and successful product utilization, driving technical health and maximizing the value of cybersecurity solutions.
Responsibilities
- Take full ownership of the Technical Health and overall Technical Account Health across your portfolio, ensuring environments are optimized and stable.
- Manage a demanding customer load, providing high-touch technical account management and strategic oversight for enterprise-level clients.
- Work directly with district and regional management across Sales, TAC, and Customer Success to drive customer outcomes and lead QBRs.
- Lead as a program manager, demonstrating exceptional training abilities to level up the internal team and our clients.
- Regularly attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
- Assist in Root Cause Analysis (RCAs) to resolve high-priority escalations and improve future operational stability.
- Foster a culture of excellence by mentoring and training staff in the core principles of high-level technical account management.
Requirements
- 10+ years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or a highly technical customer-facing role.
- Proven leadership experience mentoring and training teams in the principles and procedures of high-level technical account management.
- Strong background in program or project management with a demonstrated ability to design and deliver effective training sessions.
- Experience acting as a cross-functional coordinator connecting Customer Success, Engineering, Support/TAC, and technical sales roles.
- Deep understanding of technical troubleshooting and experience assisting with Root Cause Analysis (RCAs).
- Experience partnering with sales on Quarterly Business Reviews to articulate technical value and account health.
- Excellent communication skills to regularly interface with engineering teams and translate complex technical topics to diverse audiences.
- Ability to work under pressure, prioritize tasks accordingly, and drive cross-departmental collaboration.
Skills
- Technical Account Management
- Customer Success Engineering
- Security Operations
- Program Management
- Project Management
- Technical Troubleshooting
- Root Cause Analysis (RCAs)
- Cross-functional Coordination
- Communication Skills
- Training
Location
- Remote
Work Type
- Remote
- Hybrid
Experience Level
- Staff
Salary/Compensations
- $142,200.00 - $229,900.00/yr
Benefits
- Restricted stock units
- Bonus
About the Company
- At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life.
- We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking.
- In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
- We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
- Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together.
- You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
- Our Customer Success team is critical to our success and mission.
- We enable customer success by providing support to clients after they have purchased our products.
- We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
- We can’t accomplish our mission without diverse teams innovating, together.
Equal Opportunity
- 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.