Technical Account Manager (Unit 42)

About the role

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! 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. Job Summary The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks' Unit 42 Managed Services adoption. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion of the Unit 42's security footprint. The Team Unit 42 - Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools, techniques, and procedures threat actors execute to compromise organizations. If you're looking for a career with access to the brightest minds in cybersecurity, you've found it. We have a hunger for researching, hunting out the world's newest threats and sharing them with our industry to make the digital world a safer place.

Responsibilities

• Manage a global customer portfolio, providing dedicated support to organizations across EMEA, JAPAC, and the US, adapting to various regional requirements and business cultures.
• Ensure customers maximize their return on investment by guiding onboarding, driving adoption, and fostering satisfaction and advocacy.
• Ensure customers are measurably satisfied with the service and proactively communicate refresh needs and available options.
• Build trusted advisor relationships with customer stakeholders, executive sponsors, and partners to maximize adoption and business value.
• Serve as the first line of defense in customer support, coordinating with engineering teams for timely resolution of issues and becoming a Subject Matter Expert over time.
• Maintain ongoing communication with customers regarding service offerings, updates, events, and act as the primary point of contact for feedback.
• Advocate for customers internally to influence product roadmap, service improvements, and best practices.
• Manage performance metrics including CSAT, renewal rate, referenceability, adoption, consumption, and customer engagement. Identify renewal risks and work with internal teams to remediate.
• Identify risks to customers achieving their business goals and collaborate with account teams to build mitigation plans or escalate as needed.

Requirements

• Your Experience
• 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 in an evolving organization.
• Strong consulting and project management skills, with a track record of acting as a trusted advisor to drive business value.
• Experience managing escalations, balancing customer expectations, and negotiating successful resolutions.
• Highly data-driven, with a focus on metrics, process adherence, and continuous improvement.
• Ability to drive consistent engagement processes across a portfolio of customers.
• Excellent communication and interpersonal skills to build relationships with technical and non-technical stakeholders.
• Team player with high integrity, accountability, and a customer-first mindset.
• Our Commitment
• We'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

Additional Information

Our Mission At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

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