Palo Alto Networks Partner Delivery Leader (Professional Services) in New York, New York
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.
We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
The Senior Partner Delivery Leader (SPDL) manages an assigned Palo Alto Networks Partner and orchestrates post-sales support, services relationships and experience to ensure Palo Alto Networks is enabling Managed Security Services Partners (MSSP’s) and their end customers' success with Palo Alto Networks products and services. This role may provide supervision to one or more Partner Success Managers. As the primary point of contact and post-sales support and services relationship owner for key partners, the SPDL is a key point of contact for all post-sales services related inquiries. The SPDL understands the partner’s business strategy, forecast, services capabilities across deployed Palo Alto Networks products and works to assure overall quality of delivery for managed security services associated with Palo Alto Networks products.
Serves as the Palo Alto Networks central point of contact with a Managed Services Partner for services delivery requirements across Palo Alto Networks product lines
Works with the sales team during the pre-sales phase to assess partner capabilities with identified Palo Alto Networks products in order to assist the sales team with identifying the correct GCS products for attachment to the developing deal
Ensures Palo Alto Networks tracking of the partner business / engagement is handled in the right IT system correctly (deal submission, proper SKU, discount levels, ticket management system, certification tracker, license management, etc.) - The SPDL resolves issues as required
Responsible for acceleration of partner’s service creation and end customer deployment of Palo Alto Networks solutions reducing time to revenue (TTR) from end customer to partner and from partner to Palo Alto Networks - In addition focus will also be on product adoption and eventual improvement/reduction by partner of time to adoption (TTA)
Develops a deep understanding of the partners managed security services business, services portfolio, key stakeholders and customer base
Measures Time to Revenue (TTR), Time to Adoption (TTA) and constantly works to reduce cycle time assuring high partner engagement with Palo Alto Networks products and services
Works routinely with the partner and the Palo Alto Networks sales account team to forecast expected partner sales of Palo Alto Network products to their end customers
Works with Global Customer Services (GCS) support and services management to develop partner sales forecasts into demand models to allow GCS support and service organization to forecast and satisfy future anticipated resource demands
Monitors Partner compliance with agreed staff training and certification requirements on relevant Palo Alto Networks products
Monitors the managed security service provider quality of service and support in its use of Palo Alto Networks products in their managed services
Provides Palo Alto Networks oversight to assure that the partner provides quality delivery of services associated with Palo Alto Network products
Advises on how best to leverage Palo Alto Network internal investments in partner managed security services engagements, coordinating resources and the enablement of assets
Conducts roadmap and release reviews and high level feature and release planning to enable partners to prepare for future product releases into their service environment
Facilitates regular operational meetings/service reviews to review service delivery and discuss any issues impacting the partner’s service delivery of managed services built upon Palo Alto Networks products - Identifies, tracks and resolves systemic issues
Provides periodic operational summaries (Voice of the Customer) to Palo Alto Networks product and support managers regarding the managed security service provider challenges with products, support and services
Provides periodic summaries (Voice of the Customer) to Palo Alto Networks product and support managers regarding product feature enhancements or requests
Is part of the Palo Alto Networks team delivering the “Customer Surround Model” - through development of building a deeper relationship with the partner’s executives and represents Palo Alto Networks to the partner during QBR’s, QSR’s, QOR’s, etc from the services and support perspective
Tracks resolution of identified product issues, ensuring visibility across Palo Alto Networks teams and escalating resolution priority where needed
Manages complex customer situations, coordinating the actions of the Account Team, Services Team, Partner’s Resources and Engineering staff ensuring the partner, their end customers and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly
Oversee and coordinate the activity of Palo Alto engineering or other service staff assigned to the partner account to assure Palo Alto Networks fulfills its commitments to our partners
Provides project management oversight for assigned Palo Alto Networks assigned resources and tasks in the context of supporting partner security managed services activities that are based on Palo Alto Networks products
Monitors and collaborates with other Partner Success Managers to look for common themes of deployment models, use cases, success stories, common escalations common issues, common outages, common satisfaction measures and leverages to optimize and accelerate resolution - Develops lessons learned and provides to the Partner Success Team to proactively address issues that have occurred elsewhere before they become issues with other partners
10+ years of experience in account management, technical support and/or professional services within the high-tech industry with a BSEE/BSCS or equivalent degree or equivalent military experience
5+ years of proven client facing sales or services experience
5+ years of partner / channel management experience with a strong preference for post-sales experience with large Service Provider accounts
Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL
Ability to develop and maintain effective working relationships with channel leadership including managers, directors and executives - as well as any other key partners or systems integrators engaged
Ability to prioritize work within a demanding environment, consistently delivering results
The ability to clearly articulate technical issues to both technical and non-technical audiences and to explain impact in business terms
Knowledge of enterprise security and associated environments used by Enterprise customers
Our Customer Success 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 evolves. As threats and technology change, 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 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.
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 firstname.lastname@example.org .
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.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $126,800/yr to $186,500/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .
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