Technical Account Manager; Unit Managed Services; Remote

Overview

Technical Account Manager (Unit 42 Managed Services) - Remote

Remote role with impact across geographies. 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 and Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion of 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 offerings, events, and touchpoints for feedback.
• 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 escalate 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.

The Team Unit 42 is the global threat intelligence team at Palo Alto Networks. We deliver high-quality, in-depth research on adversaries, malware families, and attack campaigns. Our analysts uncover and document adversary behaviors and share playbooks that provide insight into the tools, techniques, and procedures threat actors use to compromise organizations.

We’re a growing, passionate, dynamic team focused on challenging and exciting projects centered on our mission. We strive to be the most people-centric company, continually improving the employee experience.

Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates offered at the posted level, the starting base salary (non-sales roles) or base salary + commission target…