Manager, Focused Services - 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.

Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions.

This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective.

This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together

Job Description Your Career**Palo Alto Networks is looking for an experienced Focused Services Manager. You will be responsible for leading our Support Account Managers in a region, segment or country, ensuring they have the support and tools to perform their job tasks at a high level, and helping each SAM to grow within the role. You will assist as an issue escalation point for the SAMs, act as a communication channel into the business, and manage business change.

Your Impact

Interview, hire, train and mentor a team of Support Account Managers
Maintain a solid sense of cohesiveness within your team, focusing on employee morale and employee development initiatives for internal retention
Leverage Support metrics and KPIs to manage Support Account Manager Teams effectively
Set team goals inline with overall organizational goals

- also, set specific goals for direct reports and provide regular feedback on performance

Provide leadership, mentorship, and support for technical account related issues
Provide effective advice and counsel on strategic communications issues and exercise effective discernment
Improve processes for efficiency, organization, and customer satisfaction purposes
Collaborate closely with various internal partners (including engineering, account management, product management, IT, and manufacturing) to resolve issues and grow the business
Collaborate closely with Sales on scoping and pricing FS contracts as well as introducing the offering to customers

Qualifications Your Experience**- 8 years experience in client-facing technical support within the high tech industry preferred

People management experience
Strong project management skills with proven results
Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
Public speaking skills
Willingness and ability to travel (occasionally at short notice)
Technical experience in the Network and/or Cloud Security Industry
Experience as a network administrator (or equivalent) in an NT or Unix environment
Knowledge of Network Security or Cloud Security (Routers, Switches, firewalls, VPN routers
Checkpoint, Juniper (Netscreen), Fortinet, Cisco, Application Development Security)
Background in networking, LAN, WAN and Cloud technologies
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 driving change and effective best practices to address customers' critical issues as they are raised - in fact, you'll seek them out to ensure our customers are safely supported.

We fix and identify technical problems, with a pointed focus