Customer Service Delivery Manager

hace 1 semana


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

**About Us**

We're a trailblazing company that dreams big, takes risks, and challenges cybersecurity's status quo. We can't accomplish our mission without diverse teams innovating together. As a Support Account Manager at Palo Alto Networks, you'll play a critical role in our success by providing exceptional customer support and service delivery.

The Technical Account Experience Specialist manages our customers' services experience to ensure Palo Alto Networks exceeds their expectations. This involves working closely with the account team to understand the customer's security and business priorities and addressing, solving, and supporting all customer issues quickly and effectively.

Your Key Responsibilities:

  • Serve as the central point of contact for Support delivery and Case Management to ensure a seamless service delivery experience for the customer.
  • 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 and work closely with other Customer Support and Engineering teams to resolve customer technical issues.
  • Lead customer escalation communication and engagement.
  • Manage complex customer situations, coordinating actions with the Account Team, Services Teams, Partners Resources, and Engineering to ensure the customer and internal stakeholders have the necessary information to make decisions and act promptly to resolve issues.
  • 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.

Your Essential Qualifications:

  • 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 to clearly articulate technical issues to both technical and non-technical audiences and 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).


  • San José, San José, Costa Rica Tek Experts A tiempo completo

    About UsTek Experts is a leading provider of technical services, and we're looking for a talented Technical Service Delivery Manager to join our team. In this role, you'll be responsible for managing a team of 15-20 support engineers, ensuring they deliver exceptional customer service across technical service lines.Key Responsibilities:Manage a team to...


  • San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Our Team**As the crucial link between Catalina's internally-facing production teams in Catalina's Customer Delivery organization and externally-facing Customer Success team in the Sales organization, the Delivery Assurance team builds strong customer relationships through our commitment to flawless campaign execution each time, every time.We work directly...

  • Customer Delivery Manager

    hace 3 semanas


    San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Why Catalina?** Catalina delivers omni-channel solutions to our customers with a long-standing history of rich data assets, but our _greatest _asset is our people.Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful.When you join the Catalina team, you will be part of an inclusive environment that embraces...


  • San José, San José, Costa Rica Damovo A tiempo completo

    At Damovo Global Services, we are seeking an experienced IT Service Delivery Manager to ensure top-notch quality across all activities and effectively meet associated Service Level Agreements.The ideal candidate will own all incidents and service requests throughout the lifecycle, prioritizing work for other team members. Key responsibilities include...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more.Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.In doing so, we create life-changing innovations that impact billions of lives around the world.You can...


  • San José, San José, Costa Rica Datasite A tiempo completo

    Job Summary">We're seeking a skilled professional to provide product support and customer service delivery. This role involves working in a hybrid environment (Heredia, Costa Rica) with a mix of in-office and remote work.Main Responsibilities:">Offer technical support to customers, addressing their queries and resolving issues.Escalate unresolved issues to...


  • San José, San José, Costa Rica Emerson A tiempo completo

    Customer Service Operations ManagerWe are seeking a skilled Customer Service Operations Manager to join our team at Emerson. As an Operations Manager, you will be responsible for managing the day-to-day activities of our customer service operations, ensuring timely and accurate processing of customer orders.Main Responsibilities- Manage a team of customer...

  • Customer Service Manager

    hace 2 semanas


    San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    About This RoleWe are seeking an experienced retail professional to join our team as a Customer Service Manager.In this role, you will be responsible for providing exceptional customer service, managing inventory, processing transactions, and supporting the team in achieving sales goals.The ideal candidate will have excellent communication skills, a strong...

  • Service Delivery Manager

    hace 2 semanas


    San José, San José, Costa Rica Jll A tiempo completo

    **Job Description:**We are seeking a dynamic individual for the role of Business Services Manager to join our team.This leadership position is positioned within a JLL team working closely with fast-growing client accounts.The key responsibilities of this role include:Building a "one-team" approach by driving collaboration and synergies between...


  • San José, San José, Costa Rica Nitel A tiempo completo

    Job DescriptionThe Operations - Service Delivery role is a critical position that requires exceptional customer service skills, attention to detail, and excellent communication abilities. As a Service Delivery Specialist, you will be responsible for managing all aspects of the service delivery process for customers with fewer than twenty locations and simple...

  • Customer Service Manager

    hace 2 semanas


    San José, San José, Costa Rica Wns Global Services A tiempo completo

    Our TeamAt WNS Costa Rica, we are a fully functional and scalable delivery center serving various industries including Retail and Consumer Packaged Goods, and Insurance. Our strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population make us an attractive location...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About the RoleWe are seeking an experienced Enterprise Service Delivery Manager to lead the development and delivery of our enterprise services at Amazon Support Services Costa Rica Srl.The ideal candidate will have a strong background in software engineering and experience in managing cross-functional teams.Main Responsibilities:Develop and communicate a...


  • San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    About This RoleThis position is responsible for assisting the Front Office Manager in supervising front desk staff, managing day-to-day operations, and ensuring exceptional customer service. The ideal candidate will have strong leadership and communication skills, with the ability to work effectively in a fast-paced environment.Key ResponsibilitiesAssist the...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    The Microsoft Customer Experience and Success organization is looking for an experienced Outsourced Service Manager to join our team. In this role, you'll be responsible for leading a team of Support Delivery Manager individual contributors and Partner Technical Advisors, overseeing monthly/quarterly delivery partner reviews, and collaborating with...


  • San José, San José, Costa Rica Mondelez International A tiempo completo

    Job OverviewThe Global Service Delivery Manager will lead the delivery of high-quality services to our customers. This role requires a strong background in operations management, with a focus on process improvement and standardization.Your Key ResponsibilitiesLead and support the delivery of services to customers, ensuring high-quality results.Analyze data...


  • San José, San José, Costa Rica Micro Focus A tiempo completo

    About Micro FocusMicro Focus is one of the world's leading enterprise software providers, delivering mission-critical software that keeps the digital world running.We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need to succeed in today's rapidly evolving marketplace.About the RoleThis...


  • San José, San José, Costa Rica Pfizer A tiempo completo

    Job SummaryPfizer is seeking a highly skilled Digital Service Delivery Manager to join our team. As a key member of the Digital Corporate Affairs Client Partner and Colleague Services Team, you will be responsible for providing exceptional end-user support experience to Pfizer colleagues through a multi-channel service support strategy.The ideal candidate...


  • San José, San José, Costa Rica Emerson A tiempo completo

    **Job Description:**The Order Manager is responsible for coordinating the entire order process, from receiving purchase orders to shipping products to customers. This role requires strong organizational skills, attention to detail, and effective communication with internal stakeholders and customers.**Responsibilities:**Receive and review customer purchase...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    At Microsoft, we are committed to delivering exceptional customer experiences through our innovative products and services. The Customer Experience and Success (CEnS) organization is responsible for driving the strategy, design, and implementation of Microsoft's end-to-end customer experience.Job Summary:As a Technical Support Advisory, you will play a...


  • San José, San José, Costa Rica Softwareone A tiempo completo

    About SoftwareONEAt SoftwareONE, we are committed to delivering exceptional customer experiences. As a Service Success Manager, you will play a crucial role in ensuring that our customers achieve their business outcomes with the best possible delivery experience.Key Responsibilities:Develop and maintain strong relationships with customer stakeholders across...