Support Account Manager Job In Ajman City







Your Impact

Serve as the Palo Alto Networks’ central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experience

Develop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and support

Identify upselling opportunities for the account team

Proactively monitor complex issues working closely with other Customer Support and Engineering teams to resolve customer technical issues

Lead any customer escalation communication and engagement

Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly

Deliver Case Support Review meetings with the support and involvement of the Account Team

Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)

Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests

Qualifications

Your Experience

5+ years of experience in technical support within the high-tech industry

5+ years of client facing sales or services experience

Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus

Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure

Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision

Ability to influence teams across the organization to achieve desired customer outcomes

Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms

Knowledge of CyberSecurity Technologies and Solutions

Knowledge of heterogeneous environments used by enterprise customers

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

Positive, growth-oriented mindset

Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world’s greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before. For more information, visit www.paloaltonetworks.com.







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