Cybersecurity Account Specialist

hace 7 días


San José, San José, Costa Rica Palo Alto Networks A tiempo completo

Career Opportunity

Palo Alto Networks is seeking a seasoned professional to join our team as a Senior Support Account Manager (SAM). As a SAM, you will be responsible for managing customer services experiences, ensuring that we exceed customer expectations. You will work closely with the account team to understand the customer's security and business priorities, addressing and resolving customer issues quickly and effectively.

About the Role

This is a unique opportunity to leverage your technical expertise and business acumen to drive customer success. As a SAM, you will:

  • Serve as the central point of contact for Support delivery and Case Management
  • Develop a deep understanding of our customer's business challenges and technical environment
  • Identify upselling opportunities for the account team
  • Proactively monitor complex issues, working closely with other Customer Support and Engineering teams
  • Lead customer escalation communication and engagement
  • Manage complex customer situations, coordinating actions of the Account Team, Services Teams, Partners Resources, and Engineering
  • Deliver Case Support Review meetings with the support and involvement of the Account Team
  • Deliver Risk Advisory notifications
  • Advise other SAMs on managing complex customer situations
  • Engage Product Management on behalf of the customer to communicate security priorities and operational requirements
  • Provide support and onboarding assistance as an expert on at least three+ PANW products and solutions
  • Contribute to peer-reviewed white papers, create technical content reviews for KB, and contribute to customer-facing forums
  • Lead delivery methodology improvements and mentoring enablement efforts with fellow peers

About You

  • 8+ years of experience in technical support within the high-tech industry
  • 8+ years of client-facing sales or services experience
  • Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus
  • Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure
  • Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
  • Extensive experience in influencing teams across the organization to achieve desired customer outcomes
  • Excellent written and verbal communication skills
  • Deep Knowledge of CyberSecurity Technologies and Solutions
  • Deep Knowledge of heterogeneous environments used by enterprise customers
  • Fluency in the English language as well as other customer language requirements
  • Extensive experience in managing simultaneous projects in a dynamic environment
  • Lead fellow peers and stakeholders with a positive, growth-oriented mindset


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