Technical Account Manager (unit 42 Managed Services) - Remote - Remote Eligible

Technical Account Manager

Our mission at Palo Alto Networks® is to be 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.

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks' Unit 42 Managed Services adoption. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion of the Unit 42's security footprint.

Your impact includes:

• Ensuring customers maximize their return on investment by guiding onboarding, driving adoption, and fostering satisfaction and advocacy.
• Ensuring customers are measurably satisfied with the service and proactively communicate refresh needs and available options.
• Building trusted advisor relationships with customer stakeholders, executive sponsors, and partners to maximize adoption and business value.
• Serving as the first line of defense in customer support, coordinating with engineering teams for timely resolution of issues and becoming a Subject Matter Expert over time.
• Maintaining ongoing communication with customers regarding service offerings, updates, events, and acting as the primary point of contact for feedback.
• Advocating for customers internally to influence product roadmap, service improvements, and best practices.
• Ensuring continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers.
• Managing performance metrics including CSAT, renewal rate, referenceability, adoption, consumption, and customer engagement. Identifying renewal risks and working with internal teams to remediate.
• Identifying risks to customers achieving their business goals and collaborating with account teams to build mitigation plans or escalate as needed.

Your experience includes:

• 4+ years of relevant experience in customer success, consulting, post-sales technical account management, or similar roles, with experience in cybersecurity.
• Proven experience building and executing customer engagement programs in an evolving organization.
• Strong consulting and project management skills, with a track record of acting as a trusted advisor to drive business value.
• Experience managing escalations, balancing customer expectations, and negotiating successful resolutions.
• Highly data-driven, with a focus on metrics, process adherence, and continuous improvement.
• Ability to drive consistent engagement processes across a portfolio of customers.
• Excellent communication and interpersonal skills to build relationships with technical and non-technical stakeholders.
• Team player with high integrity, accountability, and a customer-first mindset.

Unit 42 is the global threat intelligence team at Palo Alto Networks. We believe threat intelligence should be shared and available to all within the industry. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and then share playbooks that give insight into the various tools, techniques, and procedures threat actors execute to compromise organizations.

If you're looking for a career with access to the brightest minds in cybersecurity, you've found it. You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we're constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be!

The compensation offered for this position will depend on qualifications, experience, and work location. The starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $110,800 - $179,200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.