Sr. Manager, SAM Focused Services

Sr. Manager, Sam Focused Services

It's not about making a sale. It's about providing the most secure environment for our customers' digital transactions. In this role, you'll continue building on our mission by helping secure our clients' environment and ensure their repeat business and future endorsement. You will be in charge of leading a Support Account Management team that will help identify and fix complex issues in our established clients' networks, while handling critical issues through your team's support. You'll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.

Your Career: Palo Alto Networks is looking for an experienced Sr. Focused Services Manager. You will be responsible for leading our Support Account Managers in Japan, 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 Japan, 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.

Strategic Collaboration and Accountability: Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs. Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions. Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions.

Change and Crisis Management: Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support. Anticipate and proactively manage escalations at the account levels using AI-driven insights and prediction models.