Senior Support Account Manager Jobs In Dubai | Palo Alto Networks

Palo Alto Networks

Senior Support Account Manager Jobs In Dubai | Palo Alto Networks

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Job Description:

The Sr. Support Account Manager (SAM) manages our Customers’ services experience to ensure Palo Alto Networks is exceeding customer expectations. As a partner to the Account Team, the Sr. SAM understands the account strategy and the customer’s security and business priorities in order to address, solve and support all customer issues quickly and effectively. Also, this individual will advise other SAMs on how to proactively monitor complex issues and work closely with other stakeholders in expediting the resolution of customer technical issues

Job Responsibilities:

  • 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

Job Requirements:

  • 8+ years of experience in technical support within the high-tech industry
  • 8+ 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
  • Extensive experience in influencing 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

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