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Your CareerThe Support Account Manager (SAM) manages our Customers’ services experience to ensure Palo Alto Networks is exceeding customer expectations.   As a partner to the Account Team, the SAM understands the account strategy and the customer’s security and business priorities in order to address, solve and support all customer issues quickly and effectively.Your ImpactServe as the Palo Alto Networks’ central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experienceDevelop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and supportIdentify upselling opportunities for the account teamProactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issuesLead any customer escalation communication and engagementManage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quicklyDeliver Case Support Review meetings with the support and involvement of the Account TeamDeliver Risk Advisory notifications (Security, PANOS, Cloud, HW)Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests
