Customer Service Manager

hace 4 semanas

Guadalajara, Jalisco, México Palo Alto Networks A tiempo completo

Job Description

Your Career

The Support Account Manager plays a pivotal role in ensuring our customers receive exceptional service and support from Palo Alto Networks.

As a key partner to the Account Team, the SAM develops a deep understanding of the customer's security and business priorities to address, solve, and support all customer issues efficiently.

Your Impact

Act as the central point of contact for Support delivery and Case Management to provide an integrated service delivery experience for the customer.

Develop a thorough understanding of the customer's business challenges and technical environment to offer technical information, guidance, and support.

Identify opportunities for upselling and collaborate with the Account Team to drive business growth.

Key Responsibilities

  1. Proactively monitor complex issues and work closely with Customer Support and Engineering teams to resolve customer technical issues.
  2. Lead customer escalation communication and engagement, ensuring timely resolution of complex customer situations.
  3. Manage complex customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering to resolve customer issues efficiently.
  4. Deliver Case Support Review meetings with the support and involvement of the Account Team.
  5. Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests.

Qualifications

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 are 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.

Excellent written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences.

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.

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