Technical Account Manager

Palo Alto Networks•Office - USA - CA - Headquarters, CA

1d•$117,000 - $189,200

About The Position

As a Technical Account Manager for Unit 42 Managed Services, you will serve as a trusted advisor to customers, helping them adopt and implement Palo Alto Networks’ Managed Detection and Response services. You will work closely with security stakeholders at enterprise organizations to support customer satisfaction, value, and retention. The role contributes to expanding Unit 42’s security footprint and strengthening the company’s position in cybersecurity.

Requirements

At least 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 and experience tracking and improving metrics such as CSAT, adoption, and renewal rates.
Excellent communication and interpersonal skills, including the ability to build strong relationships with technical and non-technical stakeholders.

Nice To Haves

Direct experience in 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 so they maximize return on investment and achieve security objectives.
Build and maintain trusted-advisor relationships with customer stakeholders and executive sponsors, aligning services with customer needs and maximizing business value.
Serve as the primary customer support contact, coordinate with engineering teams to resolve issues promptly, and develop subject-matter expertise.
Communicate proactively about service offerings, updates, and events, and serve as the main contact for customer feedback.
Represent customer needs internally and influence product roadmap and service improvements.
Track and report key performance metrics, including CSAT, renewal rates, and customer engagement, and identify and mitigate renewal risks.
Identify risks to customer success, collaborate with account teams on mitigation plans, and escalate when necessary.