Senior Critical Account Program Manager

Palo Alto Networks • Santa Clara, CA • 4h ago

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.

Who We Are

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

We are looking for a senior and experienced customer support manager with experience working with customers in escalated situations. In this role, you will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team.

This is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across Palo Alto Networks.

In leading the virtual team, you will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.

Key Responsibilities

Ownership for driving progress and resolution of mission-critical issues for Palo Alto Networks' customers.

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 (both verbally and written) to executive staff, sales teams, and other invested parties.

Act as a regional point of contact for questions related to the CAP process and procedures. Participate or take ownership of process improvements.

Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.

Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.

Your Impact

Engage and lead cross-functional and geographically dispersed teams to address critical situations

Effectively communicate (verbal and written) critical issue status to executive staff, sales teams, and other invested parties

Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues.

BA/BS in Computer Science or equivalent practical experience

Minimum 10+ years of Customer Escalation Experience, experience leading technical support, customer support, and/or services delivery teams

Preferred Qualifications

Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.

Ability to confidently engage with senior-level stakeholders, both internally and externally; An effective communicator with the ability to have difficult conversations with executives and C-Level stakeholders

Ability to influence, negotiate, and delegate as required; effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.

A customer-first attitude and willingness to go the extra mile to foster customer success

Ability to work in a fast paced, challenging environment with global customers

Demonstrated ability to lead and motivate others.

Ability to multitask and prioritize; driving issues to closure on behalf of the customer.

Creative thinking, adaptability and versatility.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $134,000 - $200,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .

Our Commitment

We're problem solvers that 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 accommodations@paloaltonetworks.com .

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.

All your information will be kept confidential according to EEO guidelines.

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