Support Account Manager

Your CareerA Support Account Manager plays a big part in ensuring Palo Alto Networks secures customers for life by delivering the best high-touch and personalized support experience in Cybersecurity!   A Support Account Manager’s responsibilities includes driving customers’ technical support health to inspire customer confidence in operating, maintaining and adopting our Palo Alto Networks platform. The SAM orchestrates the delivery of support services for technically complex, strategic customers in collaboration with support engineers, incident commanders and support leaders. SAMs understand their customers’ security priorities, their environment, their needs and their issues to drive technical health, time to resolve and customer satisfaction.  A successful Support Account Manager is a customer-obsessed team player who leverages demonstrated technical expertise and exceptional communication skills to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform. Your ImpactDeliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolioIdentify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficientlyDevelop an understanding of our customer’s business and security priorities to personalize the customer’s support experienceDevelop and deliver weekly status reports to  communicate the clear and actionable issue path to resolution and to review trends of customers issues to learn from every caseProactively use data to monitor customer health, to resolve customer technical issues and to proactively mitigate risks to avoid escalationsIn collaboration with support engineers, document, deliver and present in-depth, technical, root cause analysis for customer issuesAct as an advocate for customers, coordinating internal resources including support, incident management and engineering to triage and quickly resolve high severity casesEnsure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quicklyEngage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requestsDeliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks’ investmentPartner 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 customersUnderstand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security postureInvest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform