Senior Critical Account Program Manager

Senior Critical Account Program Manager

We are looking for a senior and experienced customer support manager with experience working with customers in escalated situations. In this role, you will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team.

This is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and / or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across Palo Alto Networks.

In leading the virtual team, you will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.

Key Responsibilities

• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
• Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other invested parties.
• Act as a regional point of contact for questions related to the CAP process and procedures. Participate or take ownership of process improvements.
• Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
• Identify systemic and pervasive issues related to products and / or processes and drive actions to prevent future problems.

Your Impact

Qualifications

Preferred Qualifications

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 $134,000 - $200,000 / YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.