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Technical Service Account Manager - United Kingdom

Palo Alto Networks
Closing date
19 Apr 2021

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Technology & New Media
Contract Type
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Job Details

Company DescriptionOur MissionAt Palo Alto Networks® everything starts and ends with our mission:

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

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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.

Job DescriptionYour CareerOur technical account managers work with our premium support engineers to personalize our customers' experience. Your knowledge of our customers' business challenges will be the differentiator to their success in a cybersecurity environment. Understanding their initiatives and business objectives as it relates to their technical environment - and how that relates to their cybersecurity solutions, is how we secure their platforms. This will enable you to find complex problems that our clients need assistance resolving and craft solutions for those problems. It is a constantly evolving career for individuals who love a challenge, with a significant end result.

Your Impact
  • Work with your accounts to develop and maintain effective working relationships with company leaders
  • Work with internal partners strategically to inform the product direction on behalf of your customers
  • Provide critical support services, monitor complex issues and work closely with the Customer support and Engineering teams to utilize proper resolution processes
  • Ensure your engagement with each customer is planned and documented in a customer support plan and reviewed yearly
  • Conduct on-site visits to build familiarity with your customer's environment
  • Document onsite visits, meetings/actions, customer interactions, and technical environment details
  • Identify new business opportunities for our company with your clients with a solution driven mindset
  • Expand working knowledge of current Palo Alto Networks products and their business applications
  • Knowledge management within our Technical Services, particularly with respect to customer case studies, experiences, and improved standard methodologies
QualificationsYour Experience
  • Experience in technical support and/or professional services within the high-tech industry preferred
  • Client facing sales experience and/or services delivery roles
  • Shown ability to prioritize within a demanding workload and consistently deliver results
  • Broad technical knowledge of heterogeneous environments used by Enterprise Accounts
  • Previous account management experience required, with the achievement of goals relating to customer happiness and account development
  • Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain impact in business terms
  • Ability to summarize a situation clearly for executives within Palo Alto Networks or customer organization, and confident in delivering presentations to a senior audience
  • Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activities
  • Project Management and/or service delivery qualifications (such as PRINCE2 or ITIL)
  • Technical experience in the Network Security Industry
  • Experience as a network administrator (or equivalent) in an NT or Unix environment
  • Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
  • Background in internetworking, LAN, and WAN technologies
  • Background in debugging broad, complex, and unusual networks with mixed media and protocols
Additional Information

The TeamOur technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients 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 implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Our CommitmentWe're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
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