Senior Support Account Manager

Support Account Manager

At Palo Alto Networks®, we're united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

The Team Our technical support team is critical to our success and mission. As part of this team, you provide support to customers after they have purchased our products. Our dedication to our customers doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in fixing integrations and critical issues as they are raised – in fact, you'll seek them out to ensure our customers are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

A Support Account Manager plays a big part in ensuring Palo Alto Networks secures customers for life by delivering the best high-touch and personalized support experience in Cybersecurity! A Support Account Manager's responsibilities include driving customers' technical support health to inspire customer confidence in operating, maintaining, and adopting our Palo Alto Networks platform. The SAM orchestrates the delivery of support services for technically complex, strategic customers in collaboration with support engineers, incident commanders, and support leaders. SAMs understand their customers' security priorities, their environment, their needs, and their issues to drive technical health, time to resolve, and customer satisfaction. A successful Support Account Manager is a customer-obsessed team player who leverages demonstrated technical expertise and exceptional communication skills to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.

Key Responsibilities

• Deliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolio
• Identify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficiently
• Develop an understanding of our customers' business and security priorities to personalize the customer's support experience
• Develop and deliver weekly status reports to communicate the clear and actionable issue path to resolution, and to review trends of customer issues to learn from every case
• Proactively use data to monitor customer health, to resolve customer technical issues, and to proactively mitigate risks to avoid escalations
• In collaboration with support engineers, document, deliver, and present in-depth, technical, root cause analysis for customer issues
• Act as an advocate for customers, coordinating internal resources including support, incident management, and engineering to triage and quickly resolve high-severity cases
• Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly
• Deliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks' investment
• Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or services to your customers
• Understand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security posture
• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform

Required Qualifications

• 5+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
• 3+ years of client-facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next-generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation, and response products
• Ability to translate business objectives into desired outcomes and deliver best practice guidance. Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints
• Demonstrated ability to identify key customer stakeholders, engage, and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to work in a matrix team environment, partnering and influencing others across the organization to achieve desired customer outcomes
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences, and to explain the impact in business terms
• Positive, growth-oriented mindset
• Experience leveraging Gainsight or Customer Success tools to proactively monitor customer health and mitigate risks, contributing to swift issue resolution and enhanced customer satisfaction and adoption rate
• Native Japanese and business-level English skills
• Project Management certifications or qualifications, such as PMP, PRINCE2, ITIL, are a plus

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.