Your Career
The Partner Services Manager (PSM) plays a key role in our support organization by owning Palo Alto Networks’ relationships with our services specialized partners, specifically the Authorized Support Center (ASC) specialized partners and the Certified Professional Services (CPSP) specialized partners. Through meaningful development of these relationships, the PSM develops our partner delivered support ecosystem by ensuring that ASC and CPSP partners are enabled to sell and deliver their support services to our shared customers. PSM’s are responsible for managing all aspects of our ASC and CPSP services specializations with qualified partners, as well as, managing the ecosystem in which these partners operate. By ensuring partner compliance to program requirements, the PSM is a key component of helping our services organization scale as our business continues to expand.
Your Impact
- Effective management of Authorized Support Center (ASC) and Certified Professional Services (CPSP) specialized partners in accordance with our ASC and CPSP NextWave Partner Program services specializations - ASC/CPSP partners are those partners actively selling, implementing, and technically supporting our end user customers
- Manage all delivery aspects of the ASC/CPSP partner specializations
- Efficient execution of the entire partner onboarding process from prospecting - recruitment - nomination - contracting - support infrastructure/tech support team set up - enablement and accreditation - partner relationship - program KPIs track, measure, report - audit, review and planning
- Channel management of the 3Cs (Coverage, Capacity, Capability) to always ensure that we are ready to meet local customer demand for technical support and professional services whenever we enter new markets or grow existing market space
- Always striving to achieve the best customer support delivery (quality of service) through ASC/CPSP specialized partners and hence resulting in lowering our own technical support cost or increasing product pull-through and scalability for professional services and implementation
- Developing our partner ecosystem which is a 2 Tier Disti-Resell model into one which is both partner leading and value adding centric
- Work collaboratively with Channel Business, Channel Sales, System Engineering, Technical Support, Program Operations, Technical Partner, and other functions
- Work collaboratively with partners as their trusted advisor, consultant, and enabler
- Conduct regular audit and/or business review with partners with the object to grow partners’ services revenue/customer base
- Engage with internal stakeholders regularly to report on achievement, progress, status quo, challenges, support needed, of your partner management work
- Evangelize the value, benefit and importance of partner led technical support services and communicate the value of partner-delivered services internally and externally
- Track demand for on-going training and certification for services specializations and the Next Wave Partner Program - Work with stakeholders to ensure completion of registration or receive reporting to distribute to internal and external stakeholders
- Create joint GTM strategy and roadmaps for services / support quality and capabilities for theater’s partners segments
- Identify and assess potential services specialized partners within the region via a repeatable process, to see if there’s a strong business need for inviting the partners into the program
- Knowledge of legal and contractual matters related to partnerships (MSA, SOW…)
- Ability to analyze data and key performance indicators to make informed decisions
- Travel as needed for critical face to face partner meetings, when necessary
Your Experience
- Good balance of experience in both commercial and technical services, from the IT and/or Technology industries
- Good background in the channel business model - channel management, channel sales, channel development, channel program, channel services delivery, channel operation, channel marketing
- Familiarity with working for foreign companies and hence foreign cultures with a competent level of the English language skill
- Ability to quickly master applications like Asana, Tableau, SFDC, Google G-Suite, to run reports and perform analysis
- Servant leader and player coach - a natural people person with strong/deep relational and influential skills
- Strong communication skills both verbal and written
- Capable of working independently, requiring little supervision operating in a fast paced environment - own his/her problem - always doing the right thing with complete integrity
- Strong sense of mission and urgency - always on top of the work - the ultimate problem solver
- Ability to navigate a large matrix organization and still get work done
- Business acumen with ability to spot trends and forecast outcomes - should have a passion for technology
- Any past experience in managing a technical support center/team/system would be well regarded though not required
- Confident in working with other functions (may be even out of scope) of the company, in developing resolution to a problem through learning how/why others work and then connecting the dots
- Strong program management skills with ability to understand and use partner performance data to drive partner behavioral/operational changes for increased quantitative and qualitative services delivery standards
- Good analytical skills and logical thinking allow for effective work still to be done despite ambiguity
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 [email protected].
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.
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 between $112,600/yr to $154,900/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
