Responsibilities
* Serve as the Palo Alto Networks' central point of contact for Support delivery and Case Management to ensure the partner has an integrated service delivery experience
* Develop a deep understanding of our partners service model and their technical environment to provide technical information, operational guidance, and support
* Identify upselling opportunities for the account team
* Proactively monitor complex issues working closely with other Support and Engineering teams to resolve partner and customer technical issues
* Lead any partner escalation communication and engagement
* Manage complex partner and customer situations, coordinating the actions of the Account Team, Services Teams, Partners Resources, and Engineering ensuring the partner and internal stakeholders have the information required to make decisions and to act in order to resolve partner and customer issues quickly
* Deliver Case Support Review meetings with the support and involvement of the Account Team
* Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)
* Engage Product Management on behalf of the partner to communicate security priorities and operational requirements as feature requests
* Identify areas for improvement in ways of working with the partner, including training and enablement requirements and coordinate the execution of the improvement plan
Qualifications
* 5+ years of experience in technical support within the high-tech industry
* 5+ years of experience working with Service Provider or GSI
* 5+ years of client facing sales or services experience
* Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is a plus
* Demonstrated ability to prioritize work within a demanding environment, delivering consistent results even under pressure
* Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
* Ability to influence teams across the organization to achieve desired customer outcomes
* Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
* Knowledge of CyberSecurity Technologies and Solutions
* Knowledge of heterogeneous environments used by enterprise customers
* Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
* Positive, growth-oriented mindset
* Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
* Languages: Fluency in the English language as well as other customer language requirements (where applicable)
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