Technical Account Manager (Unit 42 Managed Services) - Remote

Palo Alto Networks•Santa Clara, CA

21d•Remote

About The Position

The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ Unit 42 Managed Services adoption. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion of the Unit 42’s security footprint.

Requirements

4+ 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

Nice To Haves

Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
Experience with enterprise security products and/or offerings

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 on-boarding process
Drive adoption- ensure customer applies the offering in a timely manner
Ensure customer is 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 become a Subject Matter expert over time
Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint 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, 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