Lead Technical Account Executive

1 week ago

Santa Clara, California, United States Palo Alto Networks Full time
Position OverviewRole Summary

Our Vision

At Palo Alto Networks, our journey begins and culminates with our vision:

To be the premier cybersecurity ally, safeguarding our digital existence.

We aspire to create a reality where each day is more secure than the last. Achieving these ambitious objectives is no small feat - but we are not here for the mundane. We are here for progress. Our organization is founded on the principles of challenging and redefining conventional practices, and we seek innovators who share our commitment to shaping the future of cybersecurity.

Your Role

The Lead Technical Account Executive (also known as Senior Services Account Manager) oversees our clients' service experiences to ensure that Palo Alto Networks consistently surpasses customer expectations. Acting as a collaborator with the Account Team, the Lead Technical Account Executive comprehends the account strategy and the customer's security and business priorities to provide insightful guidance, share operational best practices, and mitigate risks.

Your Contributions
  • Act as the primary liaison for service delivery, ensuring customers enjoy a cohesive service experience.
  • Gain a comprehensive understanding of our clients' business challenges and technical landscapes to offer pertinent technical insights, guidance, and support.
  • Advise clients on team development, platform adoption, and the implementation of best practices using tools such as the Best Practice Assessment and Threat Assessment.
  • Become a trusted consultant on optimizing their investments, including when to consider platform expansions, adopt new features, upgrade software and/or hardware, and engage additional Palo Alto Networks services.
  • Identify service opportunities for the account team.
  • Proactively oversee complex issues, collaborating closely with Customer Support and Engineering to resolve technical challenges.
  • Manage intricate customer situations, coordinating actions among the Account Team, Services Teams, Partner Resources, and Engineering to ensure all stakeholders have the necessary information to make informed decisions and act swiftly to resolve issues.
  • Conduct a Quarterly Services Review with the support and involvement of the Account Team.
  • Engage with Product Management on behalf of the customer to communicate security priorities and operational needs as feature requests.

Your Qualifications
  • Experience in technical support and/or professional services within the technology sector.
  • Client-facing sales or service experience.
  • Project Management or service delivery certifications such as PMP, PRINCE2, or ITIL are preferred.
  • Proven ability to prioritize tasks in a fast-paced environment, consistently delivering results.
  • Demonstrated capability to identify key customer stakeholders, engage, and build relationships independently.
  • Ability to influence cross-functional teams to achieve desired customer outcomes.
  • Exceptional written and verbal communication skills; the ability to clearly convey technical issues to both technical and non-technical audiences and explain their business implications.
  • Knowledge of Networking principles.
  • Familiarity with Cybersecurity and Network Security is preferred.
  • Understanding of diverse environments utilized by enterprise clients.

The Team

Our technical support team is essential to our success and mission. As a member of this team, you will enable customer success by providing ongoing support to clients after they have acquired our products. Our commitment to our customers does not conclude upon purchase; it evolves. As threats and technologies advance, we adapt to fulfill our mission.

You will be involved in implementing new products, transitioning from legacy systems to new solutions, and addressing integrations and critical issues as they arise - in fact, you will proactively seek them out to ensure our clients receive the highest level of support. We identify and resolve technical challenges, with a focused aim of delivering the best customer support in the industry.

Our Commitment

We are pioneers who dream big, take calculated risks, and challenge the status quo in cybersecurity. Simply put: we cannot achieve our mission without diverse teams innovating together.

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.

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