Palo Alto Networks
Sr Manager Technical Account Management
Palo Alto Networks, Santa Clara, California, us, 95053
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 Networkshereand check out ourfast facts
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 Networkshereand check out ourfast facts