Manager, Support Account Manager

Our MissionAt 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.Your CareerWe 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

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

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