Partner Support Account Manager
hace 2 meses
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.
Our vision is a world where each day is safer and more secure than the one before. 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.
**Our Approach to Work**
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together
**Job Description**:
**Your Career**
The Partner Support Account Manager (SAM) manages our Customers’ services experience to ensure Palo Alto Networks is exceeding customer expectations. As a partner to the Account Team, the SAM understands the account strategy and the customer’s security and business priorities in order to address, solve and support all customer issues quickly and effectively.
**Your Impact**
- Serve as the Palo Alto Networks’ central point of contact for Support
delivery and Case Management to ensure the partner has an integrated service delivery experience
- Develop a deep understanding of our partners business challenges and their technical environment to provide technical information, guidance, and support
- Identify upselling opportunities for the account team
- Proactively monitor complex issues working closely with other Support and Engineering teams to resolve partner and customer technical issues
- Lead any partner escalation communication and engagement
- Manage complex partner and customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the partner and internal stakeholders have the information required to make decisions and to act in order to resolve partner and 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 partner to communicate security priorities and operational requirements as feature requests
- Identify areas for improvement in ways of working with the partner, including training and enablement requirements and coordinate the execution of the improvement plan.
**Qualifications**:
**Your Experience**
- 5+ years of experience in technical support within the high-tech industry
- 5+ years of experience working with Service Provider or GSI
- 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
Additional Information
**The Team**
Our technical support team is critical to our success and mission. As part of this team, you provide support to partners and their 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 helping to fix issues as they are raised. We fix and i
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