Partner Services, Technical Program Manager

Palo Alto Networks   •  

Santa Clara, CA

Industry: Technology

  •  

5 - 7 years

Posted 33 days ago

Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission: protecting our way of life in the digital age by preventing successful cyber attacks. It’s not a small goal. It isn’t simple either, but we aren’t in this for the easy answer. As a company with a foundation in challenging the way things are done, we’re looking for innovators with a dedication to best. In return, your career will have a tangible impact – one that's working toward technology that affects every level of society.

Our mission doesn’t happen by treading softly – no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting theinfrastructure of a company that moves at an incredible speed – intentionally – to stay ahead of the world’s next cyberthreat.

Your Career

The Partner Services Technical Program Manager is responsible for managing all systems, processes, and metrics for the success of the Authorized Support Center (ASC), Authorized Training Center (ATC), and Certified Professional Services Partner (CPSP) programs. This role is essential to the onboarding and ongoing self-sufficiency of partners in delivering services and in providing visibility to the quality of services delivered. Automation and scalability are top priorities for the role. Additional responsibilities include improving business processes, managing IT projects, defining and delivering reports to assess partner performance, and providing technical assistance to the global team of Partner Services Managers and their respective 200+ partner relationships worldwide.

Your Impact

  • Provide technical operational support for all aspects of the GCS Partner Services programs
  • Develop scorecards and dashboards to accurately assess partner performance, both for internal and partner (external) use
  • Ownership of all customer survey programs associated with assessing partner performance
  • Business owner for all IT technical issues and projects, including prioritizing business impact of issues, defining business requirements, managing projects, and completing UAT testing and coordinating launch activities
  • Liaison with all internal Operations and IT teams to ensure partner-facing systems and processes are maintained seamlessly as back-office upgrades and changes are made
  • Dedicated to identify new tools, processes, and approaches to solving business problems
  • Be a strong advocate internally for ensuring Global Customer Services resources are available to partners; including training, documentation, tools, and support
  • Up to 10% travel

Your Experience

  • 5+ years’ experience in program and project management in a worldwide capacity within a high-tech corporate environment
  • Previous experience working in a technical support or consulting function within a technology company
  • Solid background in coordinating cross-department IT projects to deliver measurable results
  • Experience with common business applications and business intelligence tools; such as a Salesforce.com, Learning Management Systems, Tableau, MS Excel, and MS Access
  • Strong presentation, written and spoken communication skills in English required
  • Highly detail oriented and responsive
  • Background in IT or Software Development. Networking or Security background preferred
  • Able to work independently and efficiently in a fast-paced growth environment
  • Required: Undergraduate degree in Computer Science, MIS, or technology equivalent

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the front lines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.