Senior Support Account Manager at Palo Alto Networks

Chiyoda, , Japan -

Full Time

Start Date

Immediate

Expiry Date

15 Feb, 26

Salary

0.0

Posted On

17 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Support, Network Security, Cloud Security, Communication Skills, Problem Solving, Customer Health Monitoring, Technical Guidance, Project Management, Relationship Building, Risk Mitigation, Data Analysis, Security Operations, Technical Expertise, Customer Advocacy, Best Practices

Industry

Computer and Network Security

Description

Company DescriptionOur MissionAt 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.Who We AreWe believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job DescriptionThe TeamOur technical support team is critical to our success and mission. As part of this team, you provide support to 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 fixing integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our customers are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.Job SummaryA Support Account Manager plays a big part in ensuring Palo Alto Networks secures customers for life by delivering the best high-touch and personalized support experience in Cybersecurity! A Support Account Manager’s responsibilities include driving customers’ technical support health to inspire customer confidence in operating, maintaining, and adopting our Palo Alto Networks platform. The SAM orchestrates the delivery of support services for technically complex, strategic customers in collaboration with support engineers, incident commanders, and support leaders. SAMs understand their customers’ security priorities, their environment, their needs, and their issues to drive technical health, time to resolve, and customer satisfaction. A successful Support Account Manager is a customer-obsessed team player who leverages demonstrated technical expertise and exceptional communication skills to ensure customers achieve the right outcomes and realize the value of their investment in the Palo Alto Networks security platform.Key ResponsibilitiesDeliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolioIdentify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficientlyDevelop an understanding of our customers’ business and security priorities to personalize the customer’s support experienceDevelop and deliver weekly status reports to communicate the clear and actionable issue path to resolution, and to review trends of customer issues to learn from every caseProactively use data to monitor customer health, to resolve customer technical issues, and to proactively mitigate risks to avoid escalationsIn collaboration with support engineers, document, deliver, and present in-depth, technical, root cause analysis for customer issuesAct as an advocate for customers, coordinating internal resources including support, incident management, and engineering to triage and quickly resolve high-severity casesEnsure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quicklyDeliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks’ investmentPartner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or services to your customersUnderstand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security postureInvest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platformQualificationsRequired Qualifications5+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives3+ years of client-facing sales or services experience with large enterprise, Fortune 500 companiesPrior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next-generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation, and response productsAbility to translate business objectives into desired outcomes and deliver best practice guidance. Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraintsDemonstrated ability to identify key customer stakeholders, engage, and build relationships without direct supervisionAbility to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challengesDemonstrated ability to work in a matrix team environment, partnering and influencing others across the organization to achieve desired customer outcomesExcellent 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 termsPositive, growth-oriented mindsetExperience leveraging Gainsight or Customer Success tools to proactively monitor customer health and mitigate risks, contributing to swift issue resolution and enhanced customer satisfaction and adoption rateNative Japanese and business-level English skills　Project Management certifications or qualifications, such as PMP, PRINCE2, ITIL, are a plusAdditional InformationOur Commitment We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.

Responsibilities

The Support Account Manager delivers high-touch, personalized customer support to complex, strategic customers, ensuring their technical health and satisfaction. They identify and manage technical issues, advocate for customers, and collaborate with internal resources to resolve high-severity cases swiftly.