Palo Alto Networks
Technical Account Manager (Unit 42 Managed Services) - Remote
Palo Alto Networks, Santa Clara, California, us, 95053
Technical Account Manager (Unit 42 Managed Services) – Remote
We are looking for a Technical Account Manager to act as a trusted advisor to our customers, ensuring efficient adoption of Palo Alto Networks’ Unit 42 Managed Services. 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.
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 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.
Your Impact
Ensure customers maximize their return on investment by owning onboarding, adoption, satisfaction, and advocacy across a portfolio of customers.
Provide high‑touch / white glove customer outreach immediately post‑close to shepherd customers through the onboarding process.
Drive adoption – ensure customers apply the offering in a timely manner.
Ensure customers are measurably satisfied with the service, informing them of refresh needs and options.
Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive managed‑services adoption and achieve full business value.
Act as the first line of defense in solving customer support requests, coordinating and prioritizing timely resolutions with engineering teams, and becoming a subject‑matter expert over time.
Maintain continual communication with customers on Unit 42 messaging, current offerings, updates, events, and serve as a touchpoint for all feedback.
Advocate for customers by influencing product roadmap and improvements.
Manage performance metrics (CSAT, renewal rate, reference‑ability, renewal likelihood, adoption, consumption, engagement). Identify renewal risk and collaborate with internal teams to remediate.
Identify risks to customers achieving their stated business goals and work with the account team to build a risk mitigation plan or elevate as needed.
Qualifications
4+ years of relevant experience in customer success, consulting, post‑sales technical account management, or similar roles in cybersecurity.
Experience building out new programs and initiatives within an evolving organization.
Strong consulting and project‑management skills with proven results driving business value for customers at various technical levels.
Proven track record of managing customer escalations, balancing expectations, and negotiating resolutions.
Highly data‑driven with a commitment to following process.
Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
Team player with the highest level of integrity, who will innovate to continually improve the way we serve our customers.
Previous experience with a cybersecurity/SaaS solutions company and/or an enterprise software company highly desired.
Experience with enterprise security products and/or offerings.
Additional Information – The Team 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. 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, we’ve found it. We have a hunger for researching, hunting, and sharing the world’s newest threats to make the digital world safer.
Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, 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.
Our Commitment We are 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.
Accommodation 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.
Equal Opportunity Employer 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.
EEO Statement All your information will be kept confidential according to EEO guidelines.
Seniority Level Associate
Employment Type Full‑time
Industry Computer and Network Security
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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 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.
Your Impact
Ensure customers maximize their return on investment by owning onboarding, adoption, satisfaction, and advocacy across a portfolio of customers.
Provide high‑touch / white glove customer outreach immediately post‑close to shepherd customers through the onboarding process.
Drive adoption – ensure customers apply the offering in a timely manner.
Ensure customers are measurably satisfied with the service, informing them of refresh needs and options.
Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive managed‑services adoption and achieve full business value.
Act as the first line of defense in solving customer support requests, coordinating and prioritizing timely resolutions with engineering teams, and becoming a subject‑matter expert over time.
Maintain continual communication with customers on Unit 42 messaging, current offerings, updates, events, and serve as a touchpoint for all feedback.
Advocate for customers by influencing product roadmap and improvements.
Manage performance metrics (CSAT, renewal rate, reference‑ability, renewal likelihood, adoption, consumption, engagement). Identify renewal risk and collaborate with internal teams to remediate.
Identify risks to customers achieving their stated business goals and work with the account team to build a risk mitigation plan or elevate as needed.
Qualifications
4+ years of relevant experience in customer success, consulting, post‑sales technical account management, or similar roles in cybersecurity.
Experience building out new programs and initiatives within an evolving organization.
Strong consulting and project‑management skills with proven results driving business value for customers at various technical levels.
Proven track record of managing customer escalations, balancing expectations, and negotiating resolutions.
Highly data‑driven with a commitment to following process.
Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
Team player with the highest level of integrity, who will innovate to continually improve the way we serve our customers.
Previous experience with a cybersecurity/SaaS solutions company and/or an enterprise software company highly desired.
Experience with enterprise security products and/or offerings.
Additional Information – The Team 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. 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, we’ve found it. We have a hunger for researching, hunting, and sharing the world’s newest threats to make the digital world safer.
Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, 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.
Our Commitment We are 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.
Accommodation 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.
Equal Opportunity Employer 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.
EEO Statement All your information will be kept confidential according to EEO guidelines.
Seniority Level Associate
Employment Type Full‑time
Industry Computer and Network Security
#J-18808-Ljbffr