[Hiring] Staff Technical Account Manager @Palo Alto Networks

Role Description

We are seeking a highly skilled Staff Technical Account Manager to serve as a critical bridge between our internal teams and enterprise customers. In this role, you will act as the centerpoint connecting Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. As a leader in technical account management, you will guide, mentor, and train internal teams and customers to ensure seamless communication and successful product utilization. Your expertise will be vital in driving technical health and maximizing the value of our cybersecurity solutions.

Qualifications

• 10+ years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or a highly technical customer-facing role.
• Proven leadership experience mentoring and training teams in the principles and procedures of high-level technical account management.
• Strong background in program or project management with a demonstrated ability to design and deliver effective training sessions.
• Experience acting as a cross-functional coordinator connecting Customer Success, Engineering, Support/TAC, and technical sales roles.
• Deep understanding of technical troubleshooting and experience assisting with Root Cause Analysis (RCAs).

Requirements

• Take full ownership of the Technical Health and overall Technical Account Health across your portfolio, ensuring environments are optimized and stable.
• Manage a demanding customer load, providing high-touch technical account management and strategic oversight for enterprise-level clients.
• Work directly with district and regional management across Sales, TAC, and Customer Success to drive customer outcomes and lead QBRs.
• Lead as a program manager, demonstrating exceptional training abilities to level up the internal team and our clients.
• Regularly attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
• Assist in Root Cause Analysis (RCAs) to resolve high-priority escalations and improve future operational stability.
• Foster a culture of excellence by mentoring and training staff in the core principles of high-level technical account management.

Benefits

• Compensation range: $142,200.00 - $229,900.00/yr depending on qualifications, experience, and work location.
• Offered compensation may include restricted stock units and a bonus.

Company Description

Palo Alto Networks is committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to legally protected characteristics.