Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Our Approach to Work
We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together!
Your Career
Palo Alto Networks is looking for an experienced Sr. Focused Services Manager. You will be responsible for leading our Managers and their respective Support Account Managers in a region, segment or country by ensuring they have the support and tools to perform their job tasks at a high level as well as helping each member to grow within their roles. You will drive issue escalation point for your region/country/theater, lead the communication channel into the business, manage business change and process improvements and mentor your respective teams for success and growth
Your Impact
- Interview, hire, train and mentor a team of Support Account Managers
- Manage projects and teams to promote productivity and effectiveness
- Drive decisions and results that will affect costs and may impact the short-term goals of the organization
- Receive assignments in the form of objectives and determines how to use resources to meet project schedules and goals
- Provide guidance to others managers and fellow peers within the latitude of established policies to complete assignments
- Maintain a solid sense of cohesiveness within your team, focusing on employee morale and employee development initiatives for internal retention
- Drive Support metrics and KPIs to manage Support Account Manager managers and teams effectively
- Set team goals in-line with overall organizational goals- also, set specific goals for direct reports and provide regular feedback on performance
- Provide leadership, mentorship, and support for technical account related issues
- Lead effective advice and counsel on strategic communications issues and exercise effective discernment
- Drive process improvement for efficiency, organization, and customer satisfaction purposes
- Drive close collaboration with various internal partners (including engineering, account management, product management, IT, and manufacturing) to resolve issues and grow the business
- Drive close collaboration with Sales and Post-sales account teams on scoping and pricing FS contracts as well as introducing the offering to customers
Your Experience
- 10+ years experience in client-facing technical support within the high tech industry preferred
- 10+ years experience managing regional and global teams
- Strong project management skills with proven results
- Extensive experience in effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
- Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
- Extensive experience in customer-facing Support engagements
- Willingness and ability to travel (occasionally at short notice)
- Technical experience in the Network and/or Cloud Security Industry
- Extensive knowledge of Network Security or Cloud Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco, Application Development Security)
- Strong background in networking, LAN, WAN and Cloud technologies
- Fluency in the English language as well as other customer language requirements (where applicable)
- Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
- Lead with a positive, growth-oriented mindset
- Thrive in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in leading and working with teams implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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 a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected].
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
