Staff Technical Account Manager

Palo Alto Networks • Arlington, VA

2d • Remote

About The Position

Palo Alto Networks is seeking a Staff Technical Account Manager to serve as a key connection between enterprise customers and internal Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. The role focuses on customer technical health, stable and optimized product environments, and successful use of the company’s cybersecurity solutions.

The position provides high-touch technical account management and strategic oversight for an enterprise customer portfolio. It also includes coordinating across Sales, TAC, Customer Success, and Engineering; leading customer Quarterly Business Reviews; tracking product updates and technical resolutions; supporting root cause analysis for high-priority escalations; and mentoring and training internal teams and customers. The role is remote and collaborates across geographies.

Requirements

• At least 10 years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or another 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 and demonstrated 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.
• Excellent communication skills for working with engineering teams and translating complex technical topics for diverse audiences.
• Ability to work under pressure, prioritize tasks, and drive cross-departmental collaboration.

Nice To Haves

• Experience partnering with Sales on Quarterly Business Reviews to communicate technical value and account health.

Responsibilities

• Take ownership of technical health and overall technical account health across a customer portfolio, ensuring 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.
• Lead program management and train internal teams and customers to improve their capabilities.
• Attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
• Assist with root cause analyses to resolve high-priority escalations and improve operational stability.
• Mentor and train staff in the principles of high-level technical account management.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed