Palo Alto Senior Support Account Manager 

Japan, Chiyoda 

10969532

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Deliver a high-touch, personalized customer support experience to complex, strategic customers consuming products across the Palo Alto Networks product portfolio
• Identify and manage technical issues by identifying and communicating a path to resolution in order to resolve customer support issues swiftly and efficiently
• Develop an understanding of our customer’s business and security priorities to personalize the customer’s support experience
• Develop and deliver weekly status reports to communicate the clear and actionable issue path to resolution and to review trends of customers issues to learn from every case
• Proactively use data to monitor customer health, to resolve customer technical issues and to proactively mitigate risks to avoid escalations
• In collaboration with support engineers, document, deliver and present in-depth, technical, root cause analysis for customer issues
• Act as an advocate for customers, coordinating internal resources including support, incident management and engineering to triage and quickly resolve high severity cases
• Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly
• Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests
• Deliver quarterly business reviews that communicate the outcomes delivered and value the customer is deriving from their high-touch support service and their Palo Alto Networks’ investment
• Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers
• Understand how customers are using their Palo Alto Networks products and provide best practices guidance to increase their security posture
• Invest in your continuous development by maintaining technical proficiency across the Palo Alto Networks platform

Your Experience

• 5+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives
• 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products
• Ability to translate business objectives into desired outcomes and deliver best practice guidance.
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to work in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Positive, growth-oriented mindset
• Experience leveraging Gainsight or Customer Success tools to proactively monitor customer health and mitigate risks, contributing to swift issue resolution and enhanced customer satisfaction and adoption rate
• Business level Japanese and English skills
• Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus

All your information will be kept confidential according to EEO guidelines.