Strategic Partnership Developer
hace 3 días
At Palo Alto Networks, we're on a mission to protect our digital way of life. As a Technical Partner Manager, you'll play a critical role in ensuring the success of our Authorized Support Center (ASC) Partners.
About the RoleThe Technical Partner Manager will be responsible for driving Achievement Ratio (AR) improvements within their theater by identifying opportunities for upskilling partner capabilities through technical case reviews.
This includes working with the appropriate Partner Services Manager to devise a training plan that helps close identified gaps, analyzing partner performance using ASC Program metrics, and reviewing cases submitted to Palo Alto Networks by the Authorized Support Center partner to determine technical skills gaps.
In addition, TPMs may be asked to review or engage on escalations received by the field (Field Escalations, or FE's) or by ASC Partner engineers (Customer Escalations, or CE's).
Key Responsibilities- Perform case scrubs across partners, countries, and territories to determine technical cause for the case
- Utilize Tableau, Salesforce, and scorecards to determine potential areas of improvement
- Create detailed analysis and reports on findings from case scrubs and other investigations as to the reasons why partners are opening cases
- Identify operating strategies that help partners gain technical skills to contribute to realizing the corporate strategic goal of expanding our partner ecosystem
- Help Identify, develop, and implement operational processes for the team including program auditing and coaching, process improvement and adherence, and training
To succeed in this role, you'll need:
- 2+ years experience in Palo Alto Networks technical support with a deep understanding of our Strata products - with a history of strong performance
- PCNSE Certification
- Excellent interpersonal and teamwork skills
- Self-motivated and detail oriented with the ability to think and act strategically
- Strong written and verbal communication skills
- Strong problem-solving, analytical and negotiating skills
- Ability to work in a fast-paced environment a must
- Ability to work with a diverse group of people of different skills, backgrounds, organizations, and management levels
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.
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