Staff Technical Account Manager
About The Position
Palo Alto Networks is seeking a Staff Technical Account Manager to connect internal teams with enterprise customers. This role sits within Customer Success and focuses on post-purchase support, technical health, and helping customers get the most value from the company’s cybersecurity solutions. The position serves as a central point of coordination among Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. The Staff Technical Account Manager provides high-touch technical account management and strategic oversight across an enterprise customer portfolio. The role also leads program-management and training efforts, mentors internal staff and customers, participates in engineering status calls, and helps resolve high-priority escalations through Root Cause Analysis. The position is remote, with teams collaborating across geographies.
Requirements
- At least 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 high-level technical account management principles and procedures.
- Strong program- or project-management background, including the ability to design and deliver effective training sessions.
- Experience coordinating across Customer Success, Engineering, Support/TAC, and technical sales roles.
- Deep understanding of technical troubleshooting and experience assisting with Root Cause Analysis (RCAs).
Nice To Haves
- Experience partnering with Sales on Quarterly Business Reviews to articulate technical value and account health.
- Excellent communication skills, including the ability to interface with engineering teams and translate complex technical topics for diverse audiences.
- Ability to work under pressure, prioritize tasks, and drive cross-departmental collaboration.
Responsibilities
- Own technical health and overall technical account health across a customer portfolio, ensuring customer environments are optimized and stable.
- Manage a demanding customer load and provide high-touch technical account management and strategic oversight for enterprise clients.
- Work with district and regional management across Sales, TAC, and Customer Success to drive customer outcomes and lead Quarterly Business Reviews (QBRs).
- Lead program-management activities and deliver training to develop internal teams and clients.
- Attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
- Assist with Root Cause Analysis (RCA) for high-priority escalations and help improve future operational stability.
- Mentor and train staff in the principles of high-level technical account management.
- Coordinate across Customer Success, Engineering, Support/TAC, and technical sales roles.
Benefits
- Restricted stock units may be included in compensation.
- A bonus may be included in compensation.
- Employee benefits are referenced, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
