Technical Account Manager (Unit 42 Managed Services) - Remote

Palo Alto Networks • Dallas, TX

1d • Remote

About The Position

As a Technical Account Manager for Unit 42 Managed Services, you will serve as a trusted advisor to our customers, ensuring they successfully adopt and implement our leading Managed Detection and Response services. You will collaborate closely with key security stakeholders within enterprise organizations to drive customer satisfaction, value, and retention. Your efforts will directly contribute to expanding Unit 42's security footprint and reinforcing our position as a cybersecurity leader.

Requirements

• 4+ years of experience in a customer-facing technical role such as customer success, consulting, or post-sales technical account management.
• Demonstrated experience managing technical escalations, balancing customer expectations, and negotiating successful resolutions.
• A data-driven mindset with experience tracking and improving key metrics like CSAT, adoption, and renewal rates.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with both technical and non-technical stakeholders.

Nice To Haves

• Direct experience within the cybersecurity industry, particularly with Managed Detection and Response (MDR) or Threat Hunting services.
• Strong consulting and project management skills, with a proven ability to act as a trusted advisor to senior security leaders.
• Experience developing and executing customer engagement programs and playbooks.
• A collaborative, customer-first mindset with high personal integrity and accountability.

Responsibilities

• Guide customers through onboarding and drive adoption to ensure they maximize their return on investment and achieve their security objectives.
• Establish and maintain trusted advisor relationships with customer stakeholders and executive sponsors, ensuring alignment and maximizing business value.
• Act as the primary point of contact for customer support, coordinating with engineering teams to ensure timely issue resolution and developing subject matter expertise.
• Proactively communicate with customers regarding service offerings, updates, and events, serving as the main touchpoint for all customer feedback.
• Champion customer needs internally, influencing the product roadmap and service improvements to enhance the customer experience.
• Manage and report on key performance metrics, including CSAT, renewal rates, and customer engagement, identifying and mitigating renewal risks.
• Identify risks to customer success and collaborate with account teams to develop and execute mitigation plans, escalating as necessary.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees