Support Account Manager - Madrid, España - Palo Alto Networks

Palo Alto Networks

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It's been a journey of disruption that has yielded the best of our values.

We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Job Description:

Your Career
The Support Account Manager (SAM) manages our Customers' services experience to ensure Palo Alto Networks is exceeding customer expectations.

As a partner to the Account Team, the SAM understands the account strategy and the customer's security and business priorities in order to address, solve and support all customer issues quickly and effectively.

We expect office-based employees to be in the office four days per week, with one day working from where they choose.

We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally.

These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive.

Like so many companies, we are working through the details and things could change.

but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

Serve as the Palo Alto Networks' central point of contact for Support

delivery and Case Management to ensure the customer has an integrated service delivery experience

Develop a deep understanding of our customer's business challenges and their technical environment to provide technical information, guidance, and support
Identify upselling opportunities for the account team
Proactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issues
Lead any customer escalation communication and engagement
Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly
Deliver Case Support Review meetings with the support and involvement of the Account Team
Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)
Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests

Qualifications:

Your Experience

5+ years of experience in technical support within the hightech industry
5+ years of client facing sales or services experience
Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus
Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure
Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
Ability to influence teams 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 nontechnical audiences and to explain the impact in business terms
Knowledge of CyberSecurity Technologies and Solutions
Knowledge of heterogeneous environments used by enterprise customers
Fluency in the English language as well as other customer language requirements (where applicable)
Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
Positive, growthoriented mindset
Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Additional Information

The Team
Our technical support team is critical to our success and mission. As part of this team, you provide support to customers after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in helping to fix issues as they are raised. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

Our Commitment
We're trailblazers that dream big, take risks,