Partner Services Manager, NAM

4 weeks ago

Santa Clara California, United States Palo Alto Networks Full time
Job Description

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

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