Technical Account Manager; Unit Managed Services – Remote

Company Description

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.

Who 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.

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.

Key Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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 Team

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 digital world a safer place.

You will be part of a growing, passionate, and dynamic team with an opportunity to work on…