Client Support Account Executive

1 week 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 services across the Palo Alto Networks suite of products, ensuring that we consistently surpass 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 dedicated team players, driven by a customer-first mentality, who utilize their technical expertise and business insight to help clients achieve optimal outcomes and realize the full value of their investment in the Palo Alto Networks security solutions.

Your Impact
  • Lead the delivery 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 deep understanding of client business and security priorities to offer best practice guidance and support.
  • Prepare and present weekly status reports detailing the support status of ongoing issues, task progress, and upcoming activities.
  • Collaborate with support engineers to document and present comprehensive root cause analyses for client issues.
  • Conduct quarterly business reviews to illustrate the value clients are gaining from their investment in Palo Alto Networks.
  • Work closely with account teams to comprehend their expansion strategies and identify opportunities for delivering solutions and services to clients.
  • Analyze how clients utilize their Palo Alto Networks products and provide best practices to enhance their security posture.
  • Communicate updates on 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 expedite decision-making and issue resolution.
  • Engage with Product Management on behalf of clients to relay security priorities and operational requirements as feature requests.
  • Commit to continuous personal development by maintaining technical proficiency across the Palo Alto Networks platform.
Your Experience
  • 7+ years of experience in technical support or service delivery roles, showcasing skills in providing technical guidance and information to clients at all levels.
  • 5+ years of experience in client-facing sales or service roles with large enterprises, including Fortune 500 companies.
  • Prior experience in supporting network security technologies, including roles in security operations, technical support, and/or cloud security, with products such as next-generation firewalls, SASE solutions, cloud security, endpoint security, and security orchestration.
  • Ability to translate business goals into desired outcomes and provide best practice recommendations.
  • Proven ability to prioritize tasks in a fast-paced environment, consistently delivering results under pressure.
  • Demonstrated capability to identify key client stakeholders and build relationships independently.
  • Ability to manage multiple issues in a dynamic setting while proactively identifying and addressing risks and challenges.
  • Proven track record of working in a matrixed team environment, collaborating and influencing others to achieve desired client outcomes.
  • Exceptional written and verbal communication skills, with the ability to clearly convey technical issues to both technical and non-technical audiences and articulate the business impact.
  • A 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 acquired our products. Our commitment to our clients extends beyond the initial purchase; it evolves as threats and technology change. You will be involved in resolving integrations and critical issues as they arise, proactively seeking them out to ensure our clients receive optimal support. We address and identify technical challenges, with a focused aim of delivering the best customer support in the industry.

Our Commitment

We are innovators who dream big, take calculated risks, and challenge the status quo in cybersecurity. Our mission cannot be achieved without diverse teams collaborating and innovating together.

Palo Alto Networks is evolving 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 individual employee's 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.

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