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Client Support Account Executive

2 months ago

Plano, Texas, United States Palo Alto Networks Full time
Your Career

As a Client Support Account Executive, you play a pivotal role in enhancing the support experience for our key clients. Your primary responsibility is to oversee the technical support delivery across the Palo Alto Networks suite of products, ensuring that we consistently exceed customer expectations. By partnering with your clients, you will gain insights into their business objectives and security needs, enabling you to provide support services that foster customer loyalty and success. Ideal candidates will be customer-focused team players who combine technical expertise with strong business insight to help clients achieve optimal outcomes and realize the full value of their investment in the Palo Alto Networks security platform.


Your Impact
  • Lead the provision of our personalized, high-touch support services to clients.
  • Engage in technical discussions to facilitate the resolution of issues hindering the successful adoption of the Palo Alto Networks platform.
  • Gain a comprehensive understanding of clients' business and security priorities to offer technical best practice guidance.
  • Prepare and present weekly status reports summarizing the support status of ongoing issues, task progress, and upcoming activities.
  • Collaborate with support engineers to document and deliver detailed root cause analyses for client issues.
  • Conduct quarterly business reviews to illustrate the value clients derive from their investment in Palo Alto Networks.
  • Work alongside account teams to grasp their expansion strategies and identify opportunities for delivering solutions and services to clients.
  • Understand how clients utilize their Palo Alto Networks products and provide best practices to enhance their security posture.
  • Deliver updates regarding product and feature enhancements.
  • Utilize data proactively to monitor client health, mitigate risks, and resolve technical issues.
  • Act as a client advocate, coordinating internal resources during the triage and resolution of high-severity cases to ensure timely issue resolution.
  • Ensure clients and internal stakeholders receive timely information to facilitate quicker decision-making in resolving issues.
  • Engage with Product Management on behalf of clients to communicate security priorities and operational requirements as feature requests.
  • Commit to continuous development by maintaining technical proficiency across the Palo Alto Networks platform.

Your Experience
  • 7+ years of experience in technical support or service delivery roles, demonstrating skills in providing technical guidance and information to clients at all levels.
  • 5+ years of client-facing sales or service experience with large enterprises, including Fortune 500 companies.
  • Prior experience in supporting network security technologies, including but not limited to next-generation firewalls, SASE solutions, cloud security, endpoint security, and security orchestration.
  • Ability to translate business objectives into desired outcomes and provide best practice guidance.
  • Proven ability to prioritize tasks in a demanding environment, consistently delivering results under time constraints.
  • Demonstrated capability to identify key client stakeholders and build relationships independently.
  • Ability to manage multiple issues in a dynamic environment while proactively identifying and mitigating risks.
  • Proven ability to work in a matrixed team environment, partnering and influencing others across the organization to achieve desired client outcomes.
  • Excellent written and verbal communication skills, with the ability to articulate technical issues to both technical and non-technical audiences.
  • Positive, growth-oriented mindset.
  • Project Management certifications or qualifications such as PMP, PRINCE2, or ITIL are advantageous.

The Team

Our technical support team is essential to our success and mission. As part of this team, you will provide support to clients after they have purchased our products. Our commitment to our clients evolves as threats and technology change, ensuring we remain aligned with our mission. You will be involved in addressing integrations and critical issues as they arise, actively seeking them out to ensure our clients receive the best support possible. We focus on resolving technical problems while delivering top-tier customer support in the industry.


Our Commitment

We are innovators who dream big, take risks, and challenge the status quo in cybersecurity. We recognize that we cannot achieve our mission without diverse teams collaborating together.


Palo Alto Networks is committed to evolving the nature of work to meet the needs of our employees through FLEXWORK, our approach to work. From benefits to learning, location to leadership, we have reimagined every aspect of the employee experience. FLEXWORK adapts to each employee's individual choices, empowering them to push boundaries and contribute to our collective evolution.


We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workplace. 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.