Critical Account Program Manager

3 weeks ago


Santa Clara, California, United States Palo Alto Networks Full time

Palo Alto Networks is seeking a highly skilled Critical Account Program Manager to join our team. As a Critical Account Program Manager, you will be responsible for driving progress and resolution of customer's critical issues. You will engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.

Responsibilities:

  • Ownership for driving progress and resolution of customer's critical issues
  • Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
  • Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
  • Creative thinking, adaptability, and versatility
  • Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
  • Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems

Qualifications:

  • Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues
  • Strong capacity for influencing, negotiating, and delegating efforts
  • Excellent verbal and written communication skills, including the ability to provide regular updates (verbal and written) to Corporate Executives
  • Ability to work in a fast-paced, challenging environment with global customers
  • Ability to multi-task and prioritize with a goal of driving issues to closure on behalf of the customer
  • A 'whatever it takes' customer-first attitude and a willingness to go the extra mile to foster customer success
  • Demonstrated ability to lead and motivate others
  • Experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
  • 8+ years of customer-facing sales and/or services delivery roles
  • BA/BS in computer science or equivalent (MBA a plus)


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