Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Escalation Leadership
- Ownership for driving progress and resolution of customers' critical issues
- Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
- Drive global consistency across portfolio and customers
- Maintain and improve procedures for customer and field personnel for escalation handling
- Handle direct customer leadership and technical audiences as appropriate
- Expedite Resolution
- Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
- Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
- Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
- Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
- Communication and Reporting
- Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
- Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
- Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications
- Risk Management
- Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
- A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success
- Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
- Retrospective and Preventive Measures
- Retrospectives and PostMortem to help improve the process/system/product
- Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
- Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
- Understanding of techniques to predict risks using data and AI models and systematic approach to address
- Co-create and pilot proactive programs to reduce likelihood of customer and field escalations
Your Experience
- Customer Experience
- 10+ years of customer-facing sales and/or service delivery roles
- Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
- Customer centric attitude and focus on providing best-in-class service for customers and collaborators
- Program/Project management
- Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
- Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
- Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
- Collaboration and Influence
- Strong capacity for Influencing, negotiating, and delegating efforts
- Ability to work in a fast-paced, challenging environment with global customers
- Leadership and communication skills
- Experience in being able to effectively lead and motivate a team of cross functional professionals
- Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
- Technical skills
- Experience with Networking/Security Products
- Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
- Experience with VPN (IPSec, SSL tunnels) technologies
- Ownership for driving progress and resolution of customers' 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 in 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 issues
All your information will be kept confidential according to EEO guidelines.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.
