Technical Account Manager

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us!

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.

Job Summary As a Technical Account Manager for Unit 42 Managed Services, you will serve as a trusted advisor to our customers, ensuring they successfully adopt and implement our leading Managed Detection and Response services. You will collaborate closely with key security stakeholders within enterprise organizations to drive customer satisfaction, value, and retention. Your efforts will directly contribute to expanding Unit 42’s security footprint and reinforcing our position as a cybersecurity leader.

• Guide customers through onboarding and drive adoption to ensure they maximize their return on investment and achieve their security objectives.
• Establish and maintain trusted advisor relationships with customer stakeholders and executive sponsors, ensuring alignment and maximizing business value.
• Act as the primary point of contact for customer support, coordinating with engineering teams to ensure timely issue resolution and developing subject matter expertise.
• Proactively communicate with customers regarding service offerings, updates, and events, serving as the main touchpoint for all customer feedback.
• Champion customer needs internally, influencing the product roadmap and service improvements to enhance the customer experience.
• Manage and report on key performance metrics, including CSAT, renewal rates, and customer engagement, identifying and mitigating renewal risks.
• Identify risks to customer success and collaborate with account teams to develop and execute mitigation plans, escalating as necessary.

• 4+ years of experience in a customer-facing technical role such as customer success, consulting, or post-sales technical account management.
• Demonstrated experience managing technical escalations, balancing customer expectations, and negotiating successful resolutions.
• A data-driven mindset with experience tracking and improving key metrics like CSAT, adoption, and renewal rates.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with both technical and non-technical stakeholders.

• Direct experience within the cybersecurity industry, particularly with Managed Detection and Response (MDR) or Threat Hunting services.
• Strong consulting and project management skills, with a proven ability to act as a trusted advisor to senior security leaders.
• Experience developing and executing customer engagement programs and playbooks.
• A collaborative, customer-first mindset with high personal integrity and accountability.

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/com‑missioned roles) is expected to be the annual range listed below. The…