132 applicants

Company

Palo Alto Networks · 13 hours ago

Technical Account Manager (Unit 42 MDR) - Remote

Santa Clara, CA

Full-time

Remote

Mid Level

$128K/yr - $209K/yr

3+ years exp

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Cloud SecurityCyber Security

Growth Opportunities

H1B Sponsor Likely

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer successConsultingTechnical account managementCybersecurity experienceEnterprise security productsProject managementSaaS solutions

Required

3+ 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

Preferred

Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company is highly desired

Experience with enterprise security products and/or offerings

Benefits

Restricted stock units

Bonus

Company

Palo Alto Networks

Glassdoor

4.1

Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.

Founded in 2005

Santa Clara, California, USA

10,001+ employees

http://www.paloaltonetworks.com

H1B Sponsorship

Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (232)

2022 (382)

2021 (544)

2020 (304)