This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job SummaryKey ResponsibilitiesAccount & Escalation Management- Take Total Ownership: Act as the single point of contact (SPOC) for service performance, product deployments, and support projects across assigned accounts.
- Execute the 5 Pillars of Fulfillment: 1. Respond promptly to TRRs and escalations. 2. Communicate regularly with stakeholders. 3. Identify and mobilize helpful cross-functional teams. 4. Monitor progress to prevent workflow stagnation. 5. Confirm swift resolution of complex issues.
- Manage TRR Lifecycles: Partner with Sales to ensure Technical Resource Requests (TRRs) are initiated. Use decisive judgment to establish creation deadlines, keeping issues top-of-mind and tracking critical workload trends.
Cross-Functional Collaboration & Leadership- Mobilize the Ecosystem: Establish strong relationships with Palo Alto Networks Product Management, Services, Engineering, and TAC (Technical Assistance Center) to align customer technical requirements with product development.
- Partner with Sales: Work hand-in-hand with the Sales team to understand customer requirements, communicate case statuses, and drive new business by utilizing Professional Services offerings.
- Governance & Reporting: Create and maintain program dashboards. Provide weekly, monthly, and quarterly status updates on all major activities, issues, and escalations to Customers, Account Teams, and Services leadership.
Requirements & Personal AttributesWhat We Are Looking For:- Decisive & Action-Oriented: A self-starter who thrives under pressure and can make quick decisions to overcome obstacles delaying service delivery.
- Clinical Communication: Exceptional written, verbal, and presentation skills. Ability to confidently interface with customer executive-level management on a regular basis.
- Diplomatic Relationship Builder: A natural multitasker who can persuade, influence, and build strong cross-departmental partnerships.
Required Qualifications:- Education: Undergraduate degree in a related technical field (EE, CE, IT, etc.).
- Experience: 5+ years of project management, service delivery management, or related technical account management experience.
- Technical Expertise: 5+ years of building Internet security solutions at enterprise customers, with a strong technical knowledge of cybersecurity concepts, implementations, and products.
- Systems Familiarity: Proven hands-on experience using CRMs and enterprise workflow systems to manage concurrent, complex projects.
Desired Qualifications:- Education: Graduate degree (MBA or Master of Engineering).
- Certifications: Security certifications such as CISSP, CISM, or equivalent.
- Technical Depth: Hands-on experience with networking technologies (Routing, Switching, VPNs, LANs/WANs, IPsec, and Encryption Technology).
Qualifications Compensation DisclosureThe 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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$140,000.00 - $192,500.00/yr
