Partner Services Manager

4 months ago

Brisbane, Australia Palo Alto Networks Full time

**Company Description**
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before.

These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. 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.

**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.
**Job Description** 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.

**Qualifications** Your Background**
- 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.
- Servant leader and player coach - a natural people person with strong/deep relational and influential skills.
- Strong communication skills both verbal and

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