Technical Account Manager; Unit Managed Services - Remote Dallas, Texas Remote

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.

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.

The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ Unit 42 Managed Services adoption. 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.

• Ensure customers maximize their return on investment by guiding onboarding, driving adoption, and fostering satisfaction and advocacy.
• Ensure customers are measurably satisfied with the service and proactively communicate refresh needs and available options.
• Build trusted advisor relationships with customer stakeholders, executive sponsors, and partners to maximize adoption and business value.
• Serve as the first line of defense in customer support, coordinating with engineering teams for timely resolution of issues and becoming a Subject Matter Expert over time.
• Maintain ongoing communication with customers regarding service offerings, updates, events, and act as the primary point of contact for feedback.
• Advocate for customers internally to influence product roadmap, service improvements, and best practices.
• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
• Manage performance metrics including CSAT, renewal rate, referenceability, adoption, consumption, and customer engagement. Identify renewal risks and work with internal teams to remediate.
• Identify risks to customers achieving their business goals and collaborate with account teams to build mitigation plans or escalation as needed.

• 4+ years of relevant experience in customer success, consulting, post-sales technical account management, or similar roles, with experience in cybersecurity
• Proven experience building and executing customer engagement programs in an evolving organization.
• Strong consulting and project management skills, with a track record of acting as a trusted advisor to drive business value.
• Experience managing escalations, balancing customer expectations, and negotiating successful resolutions.
• Highly data-driven, with a focus on metrics, process adherence, and continuous improvement.
• Ability to drive consistent engagement processes across a portfolio of customers.
• Excellent communication and interpersonal skills to build relationships with technical and non-technical stakeholders.
• Team player with high integrity, accountability, and a customer-first mindset.

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. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. 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, you’ve found it. We have a hunger for researching, hunting out the world’s newest threats and sharing them with our industry to make the…