Partner Services Manager

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Your Career

The Partner Services Manager (PSM) plays a key role in our support organization by owning Palo Alto Networks’ relationships with Authorized Support Center (ASC) and Authorized Professional Services (APS) partners. Through meaningful development of these relationships, the PSM develops our partner delivered support ecosystem by ensuring that ASC and APS partners are enabled to sell and deliver their support and professional services to our shared customers. PSM’s are responsible for managing all aspects of our ASC and APS programs 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), Authorized Professional Services (APS) Partners in accordance with our ASC and APS Services specializations requirements. ASC and APS Partners are those partners total solution providers actively selling, implementing, technically supporting and/or deploying professional services for our end user customers.
• Manage all delivery and operational aspects of the Partner Services 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.
• Knowledge of legal and contractual matters related to partnerships (MSA, SOW…).
• Channel development and 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 delivery whenever we enter new markets or grow existing market space.
• Always striving to achieve the best customer support and professional services delivery (quality of service) through ASC and APS partners.
• Developing our partner ecosystem which is a 2 Tier Disti-Resell model into one which is both partner leading and value adding centric.
• Take on the role of ASC and APS Channel Partner Services Delivery Leader for assigned territory. Internally, work collaboratively with Channel Business, Channel Sales, System Engineering, Technical Support, Program Operations, Technical Partner, and other functions. Externally, work collaboratively with partners as their trusted advisor, consultant, enabler.
• Ability to analyze data and key performance indicators to make informed decisions.
• Conduct regular audit and/or , business and cases/implementations reviews with partners with the objective 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 a partner led technical support services. professional services cum technical support delivery.
• Travel as needed for critical face to face partner meetings, when necessary.
• Directly reporting into the EMEA and LATAM Theatre Partner Program Services Delivery Sr Manager.

Your Experience

• Good balance of experience in both commercial channel sales 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.
• 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 always willing to coach/assist others.
• 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 centre/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.
• Honest and Partial personality who will wholeheartedly work within company values.
• Territory Management by aligning with the territorial ASC and APS partner mix strategy, drive market conditions through specific partner strategy and the competitive environment by exercising local business practice and local culture.
• Familiarity with working for global companies with a competent level of the English language skill and additionally German preferred.

The Team

This position reports into the EMEA and LATAM Theatre Partner Program Services Delivery, Senior Manager.

Our Commitment
We’re problem solvers that 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 accommodations@paloaltonetworks.com.

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.