Support Services Manager

hace 6 días


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

The Job Description

The Support Account Manager manages our customers' services experience to ensure Palo Alto Networks exceeds customer expectations. This role is critical to our success and mission.

As a partner to the Account Team, the SAM understands the account strategy and customer security and business priorities to address, solve, and support all customer issues quickly and effectively.

Responsibilities

  • Serve as the central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experience.
  • Develop a deep understanding of our customer's business challenges and technical environment to provide technical information, guidance, and support.
  • Identify upselling opportunities for the account team.
  • Proactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issues.
  • Lead any customer escalation communication and engagement.
  • Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering to resolve customer issues quickly.
  • Deliver Case Support Review meetings with the support and involvement of the Account Team.
  • Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW).
  • Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests.

Requirements

  • 5+ years of experience in technical support within the high-tech industry.
  • 5+ 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.
  • Ability to influence teams 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.
  • Knowledge of CyberSecurity Technologies and Solutions.
  • Knowledge of heterogeneous environments used by enterprise customers.
  • Fluency in the English language as well as other customer language requirements (where applicable).
  • Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges.
  • Positive, growth-oriented mindset.
  • Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
  • Potential to travel up to 40% dependent on customer needs (including international travel).


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