Palo Alto Networks is looking for an experienced Sr. Manager, Technical
Account Management. The role is responsible to lead and expand our
Proactive Services offer in North America, ensuring business alignment
to overall strategy, managing and growing the Technical Account Managers
and program as a whole. Additionally the Senior Manager will provide
guidance and be a point of escalation across the Proactive Services
business operations, act as a communication channel into the business
and manage business change.
RESPONSIBILITIES:
- Manage your organization against key performance indicators (KPI’s)
including
- Customer Satisfaction, Renewal Rate, Drive adoption, and other
operational metrics
- Drive the strategic direction and scalability of the Proactive
Services initiatives for new business areas
- Performance Management: ensure Technical Account Managers have the
resources, cross-functional relationships, and processes necessary
to ensure success and sustained performance.
- Establish Goals & Objectives: set team goals in-line with overall
organizational goals.
- Mature and experienced guidance and direction to the team to deliver
on organizational goals and objectives.
- Provide leadership, guidance and support for technical account
related issues
- Provide effective advice and counsel on strategic communications
issues and exercise effective judgment
- Improve processes for efficiency, organization, and customer
satisfaction purposes
- Collaborate closely with various internal partners (including
engineering, account management, product management, IT,
and manufacturing) to resolve issues and grow the business
REQUIREMENTS:
- BA/BS in computer science or equivalent (MBA a plus)
- 10+ years experience in client facing technical support and/or
professional services within the high tech industry preferred
- Prior experience in a senior manager or director role
- Demonstrated ability to effectively manage escalations of complex
problems, prioritize a demanding workload, delegate appropriately,
and deliver results under pressure
- Proven leadership skills including: effective oral and written
communication, performance management, issue/conflict resolution,
negotiation, motivating others, forecasting and planning
- Willingness and ability to travel (occasionally at short notice)
SPECIALIZED KNOWLEDGE AND SKILLS (PREFERRED):
- Experience managing managers
- Experience managing/working across multiple sites
- Technical experience in the Network Security Industry
- Experience as a network administrator (or equivalent) in an NT or
Unix environment
- Knowledge of Network Security (Routers, Switches, firewalls, VPN
routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
- Background in networking, LAN, and WAN technologies
Learn more about Palo Alto Networks here and check out our fast facts