Sr. Manager, SAM Focused Services

Company Description

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.

Who We Are

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

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

Qualifications

Your Experience

• 10 years experience in client-facing technical support within the high tech industry preferred
• 5 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
• Knowledge of Network Security or Cloud Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco, Application Development Security)
• Fluency in the English language as well as Japanese
• 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

Additional Information

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 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 problem solvers that 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  accommodations@paloaltonetworks.com.

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.