Senior Critical Account Program Manager

Job Description
Your Career
We are looking for a senior and experienced customer support manager with experience working with customers in escalated situations. In this role, you will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team.
This is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across Palo Alto Networks.
In leading the virtual team, you will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company;
from Support, Sales, Product management, and development engineers to management and corporate executives.
Your Impact
Ownership for driving progress and resolution of mission-critical issues for Palo Alto Networks' customers.
Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other invested parties
Act as a regional point of contact for questions related to the CAP process and procedures -Participate or take ownership of process improvements
Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues