Staff Technical Account Manager

Palo Alto Networks; Tampa (FL); Remote; USD 142,000 - 230,000; Full time

Job summary

Palo Alto Networks is seeking a Staff Technical Account Manager to serve as a critical bridge between Customer Success, Engineering, TAC, and Consulting teams for enterprise customers. You will own technical health across your portfolio, lead high-touch engagements, and drive successful product utilization.

You will mentor internal teams, coordinate quarterly business reviews with sales, and attend status calls to advocate for customer needs while advancing the company mission to safeguard

Qualifications

• 10+ years in Technical Account Management or a similar customer-facing role.
• Proven leadership in mentoring and training teams in TAM principles.
• Experience coordinating across Customer Success, Engineering, TAC, and Sales.
• Strong troubleshooting and Root Cause Analysis (RCA) skills.

Responsibilities

• Take ownership of Technical Health across your portfolio, ensuring environments are optimized and stable.
• Provide high-touch TAM and strategic guidance for enterprise clients.
• Collaborate with Sales, TAC, and Customer Success to drive outcomes and lead QBRs.
• Lead as a program manager with training abilities for internal teams and clients.
• Attend engineering status calls to align with product updates and advocate for customer needs.
• Assist in RCA to resolve escalations and improve stability.
• Mentor staff in high-level TAM principles and best practices.

Skills

Technical Account Management

Customer Success Engineering

Program/Project Management

Cross-functional Coordination

Root Cause Analysis

Job description

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.

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.

Who We Are

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

The Team

Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

Job Summary

We are seeking a highly skilled Staff Technical Account Manager to serve as a critical bridge between our internal teams and enterprise customers. In this role, you will act as the centerpoint connecting Customer Success, Engineering, Technical Assistance Center (TAC), and Consultation teams. As a leader in technical account management, you will guide, mentor, and train internal teams and customers to ensure seamless communication and successful product utilization. Your expertise will be vital in driving technical health and maximizing the value of our cybersecurity solutions.

Qualifications

Key Responsibilities

• Take full ownership of the Technical Health and overall Technical Account Health across your portfolio, ensuring environments are optimized and stable.
• Manage a demanding customer load, providing high-touch technical account management and strategic oversight for enterprise-level clients.
• Work directly with district and regional management across Sales, TAC, and Customer Success to drive customer outcomes and lead QBRs.
• Lead as a program manager, demonstrating exceptional training abilities to level up the internal team and our clients.
• Regularly attend engineering status calls to stay aligned on product updates, advocate for customer needs, and track technical resolutions.
• Assist in Root Cause Analysis (RCAs) to resolve high-priority escalations and improve future operational stability.
• Foster a culture of excellence by mentoring and training staff in the core principles of high-level technical account management.

Required Qualifications

• 10+ years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or a highly technical customer-facing role.
• Proven leadership experience mentoring and training teams in the principles and procedures of high-level technical account management.
• Strong background in program or project management with a demonstrated ability to design and deliver effective training sessions.
• Experience acting as a cross-functional coordinator connecting Customer Success, Engineering, Support/TAC, and technical sales roles.
• Deep understanding of technical troubleshooting and experience assisting with Root Cause Analysis (RCAs).

Preferred Qualifications

• Experience partnering with sales on Quarterly Business Reviews to articulate technical value and account health.
• Excellent communication skills to regularly interface with engineering teams and translate complex technical topics to diverse audiences.
• Ability to work under pressure, prioritize tasks accordingly, and drive cross-departmental collaboration.

Compensation Disclosure

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/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$142,200.00 - $229,900.00/yr

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.