Critical Account Program CAP Manager

3 weeks ago

Santa Clara, United States Palo Alto Networks Full time

PALO ALTO NETWORKS is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for youCAP / Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support and other business functions across Palo Alto Networks. The CAP / Escalation Manager will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross functional, and geographically dispersed Palo Alto Networks virtual team. In leading the virtual team, the CAP / Escalation Manager will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management and development engineers to management and corporate executives.RESPONSIBILITIES:Ownership for driving progress and resolution of customer's critical issuesEngage and lead cross-functional and geographically disperse teams in the development and execution of action plans to address critical situationsEffectively communicate critical issue status to executive staff, sales teams, and other invested partiesCreative thinking, adaptability and versatilityDemonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectivesStrong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical accountIdentify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problemsQUALIFICATIONS:Program/project management of critical issues in a cross-functional environment that includes working with sales, customer and partners to resolve complex and critical issuesStrong capacity for Influencing, negotiating and delegating effortsExcellent verbal and written communication skills including the ability to provide regular updates (verbal and written) to Corporate ExecutivesAbility to work in a fast paced, challenging environment with global customersAbility to multi-task and prioritize with a goal of driving issues to closure on behalf of the customerA whatever it takes customer-first attitude and a willingness to go the extra mile to foster customer successDemonstrated ability to lead and motivate othersExperience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired8+ years of customer facing sales and/or services delivery rolesBA/BS in computer science or equivalent (MBA a plus)Learn more about Palo Alto Networkshereand check out ourfast facts. #LI-CC1#J-18808-Ljbffr

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