Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
Ownership for driving progress and resolution of mission-critical issues for Palo Alto Networks' customers.
- 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 (both verbally and written) to executive staff, sales teams, and other invested parties
- Act as a regional point of contact for questions related to the CAP process and procedures - Participate or take ownership of process improvements
- Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
- Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
- 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
Your Experience
Minimum Qualifications
- BA/BS in Computer Science or equivalent practical experience or equivalent military experience required
- Minimum 10+ years of Customer Escalation Experience, experience leading technical support, customer support, and/or services delivery teams
Preferred Qualifications
- Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
- Ability to confidently engage with senior-level stakeholders, both internally and externally - An effective communicator with the ability to have difficult conversations with executives and C-Level stakeholders
- Ability to influence, negotiate, and delegate as required - effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
- A customer-first attitude and willingness to go the extra mile to foster customer success
- Ability to work in a fast paced, challenging environment with global customers
- Demonstrated ability to lead and motivate others
- Ability to multitask and prioritize - driving issues to closure on behalf of the customer
- Creative thinking, adaptability and versatility
All your information will be kept confidential according to EEO guidelines.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $113,800/yr to $184,150/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
