Technical Account Manager (Unit 42)
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Key skills for this role
About the Role
Palo Alto Networks seeks a Technical Account Manager for Unit 42 Managed Services. You will act as a trusted advisor to enterprise customers, driving adoption and satisfaction of MDR and threat hunting services.
Key Skills for This Role
Responsibilities
- Manage a global customer portfolio across EMEA, JAPAC, and US
- Ensure customers maximize ROI by guiding onboarding, driving adoption, and fostering satisfaction
- Build trusted advisor relationships with customer stakeholders and executive sponsors
- Serve as first line of defense in customer support, coordinating with engineering teams
- Maintain ongoing communication regarding service offerings, updates, and events
- Advocate for customers internally to influence product roadmap and service improvements
- Manage performance metrics including CSAT, renewal rate, and adoption
- Identify risks and collaborate with account teams to build mitigation plans
Requirements
- 4+ years of relevant experience in customer success, consulting, post sales technical account management, or similar roles
- Experience in cybersecurity
- Proven experience building and executing customer engagement programs
- Strong consulting and project management skills
- Experience managing escalations and negotiating resolutions
- Data driven with focus on metrics and continuous improvement
- Excellent communication and interpersonal skills
- Team player with high integrity and customer first mindset
Full Job Posting
Our Mission
- Palo Alto Networks is united by a shared mission to protect our digital way of life.
Who We Are
- We trailblaze the path and shape the future of cybersecurity, with values: Disruption, Collaboration, Execution, Integrity, and Inclusion.
Job Summary
- The Technical Account Manager will act as a trusted advisor to customers for Unit 42 Managed Services adoption.
The Team
- Unit 42 is the global threat intelligence team at Palo Alto Networks.
Key Responsibilities
- Manage a global customer portfolio across EMEA, JAPAC, and US.
- Ensure customers maximize ROI by guiding onboarding, driving adoption, and fostering satisfaction.
- Build trusted advisor relationships with customer stakeholders and executive sponsors.
- Serve as first line of defense in customer support, coordinating with engineering teams.
- Maintain ongoing communication regarding service offerings, updates, and events.
- Advocate for customers internally to influence product roadmap and service improvements.
- Manage performance metrics including CSAT, renewal rate, and adoption.
- Identify risks and collaborate with account teams to build mitigation plans.
Qualifications
- 4+ years of relevant experience in customer success, consulting, post sales technical account management, or similar roles, with experience in cybersecurity.
- Proven experience building and executing customer engagement programs.
- Strong consulting and project management skills.
- Experience managing escalations and negotiating resolutions.
- Highly data driven with focus on metrics and continuous improvement.
- Excellent communication and interpersonal skills.
- Team player with high integrity and customer first mindset.
Our Commitment
- We are committed to providing reasonable accommodations for all qualified individuals with a disability.
Equal Opportunity
- Palo Alto Networks is an equal opportunity employer.
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