Manager, Support Account Manager

hace 4 semanas

San José, Costa Rica Palo Alto Networks A tiempo completo

Company Description
**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
**Your Career**

We are looking for a Manager, Support Account Manager. You will be responsible for managing a team of Services Account Managers (SAMs) who enable customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials.

As the Manager, FS, you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

**Your Impact**
- Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
- Develop strong relationships with our sales team, customers, and partners
- Build and lead a team of Services Account Managers
- Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement
- Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives
- Assist customers in implementing custom integrations and workflows into their SOC
- Directly support customer requests, coordinate, and prioritize timely resolutions
- Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
- Serve as a customer advocate in influencing product roadmap and improvements
- Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles
- Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets
- Directly provide appropriate technical and soft skills training along with mentoring
- Ensure that consistent and standard onboarding training programs are used and delivered effectively
- Set team and individual goals in-line with overall organizational goals

**Qualifications**:
**Your Experience**
- 10+ years of experience in Customer Success, Services Delivery, Professional Services, or Consulting
- 7+ years of experience in a solid line management role
- Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with client teams at different levels of technical and non-technical depth
- Technical experience in networking or cyber security Industries
- Public cloud experience is a plus
- Consistent success working with customer escalations - assessing and communicating customer expectations; and negotiating resolutions

Additional Information
**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.

**Our Commitment**

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.

All your information will be kept confidential accordi

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