Senior Partner Delivery Lead - Netherlands

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Company Description

Our Mission

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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of 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.

Job Description

Your Career

The Senior Partner Delivery Leader (PDL) manages a portfolio of key Palo Alto Networks Partners’ strategic and operational relationship and experience to ensure Palo Alto Networks is providing end to end engagement from Quote to Cash for various activities associated with the partner with Palo Alto Networks products and services. This role may provide supervision to one or more Partner Delivery Leaders. As the primary point of contact and the relationship owner for key partners, the Sr.PDL understands the partner’s business strategy, forecast, services capabilities across deployed Palo Alto Networks products and works to assure overall quality of delivery with Palo Alto Networks products.

Your Impact

  • Serves as the Palo Alto Networks central point of contact with a Partner for services delivery requirements across Palo Alto Networks product lines.

  • Works with the sales team during the pre-sales phase to assist partners on various quote to cash processes to streamline entire engagement and bring cross functional teams together to document and educate various stakeholders to create frictionless engagement between the two companies. 

  • 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, Deal Registration, Partner’s Access to Portal, Customer Service Portal for license management, etc.) Resolves issues as required.

  • Responsible for acceleration of partner’s service creation and end customer deployment of Palo Alto Networks solutions in order to reduce time to revenue (TTR) from end customer to partner and from partner to Palo Alto Networks and reduce Palo Alto Product adoption by partner (Time to Adoption, TTA) for all services and support related matters (technical enablement, TAC processes, escalation guidelines, workflows, etc).

  • Develops a deep understanding of the partners business, services portfolio, key stakeholders, customer base and key challenges.

  • Measures Time to Revenue, Time to Adoption 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 services sale 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

  • Manage cases, tickets, escalations, RMAs from the partner to ensure proper SLAs are being met. Manage key stakeholder’s expectations where needed.

  • Monitors the managed 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 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 Partner) to Palo Alto Networks product and support managers regarding the managed service provider challenges with products, support and services 

  • Develops a deeper relationship with Partner’s executives and and represents the entire company to the Partner during QBR, QSR, QOR, etc from services and support side and governance.

  • Tracks resolution of identified product issues, ensuring visibility across Palo Alto Networks teams and escalating resolution priority where needed 

  • Manages complex partner situations, coordinating the actions of the Account Team, Services Teams, Partners Resources and Engineering 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

  • Coordinates and manages 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

  • Monitors and collaborates with other Partner Delivery Leader to look for common themes of deployment models, use cases, success stories, common escalation, 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

Qualifications

Your Experience

  • 10+ years of experience in services account management, technical support and/or professional services or Program/Project Management within the high-tech industry with a BSEE/BSCS or equivalent degree

  • 5+ years of client facing services delivery experience, Program/Project Management specifically in the partner world.

  • 5+ years of partner / channel management experience with a strong preference for post-sales experience with large Service Provider accounts, Global Systems Integration Accounts, etc.

  • Strong Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL is preferred.

  • 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. 

  • Knowledge of Managed Service Provider Space and how a MSP works.

Additional Information

The Team

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.

Our Commitment

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.

Palo Alto Networks is evolving and changing the nature of work 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.

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 [email protected].

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

  • Vaccine requirements and disclosure obligations vary by country.
  • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
    • The job requires accessing a company worksite
    • The job requires in-person customer contact and the customer has implemented such requirements
    • You choose to access a Palo Alto Networks worksite
  • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

  • Vaccine requirements and disclosure obligations vary by country.
  • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
    • The job requires accessing a company worksite
    • The job requires in-person customer contact and the customer has implemented such requirements
    • You choose to access a Palo Alto Networks worksite
  • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.
More Information on Palo Alto Networks
Palo Alto Networks operates in the Cybersecurity industry. The company is located in Santa Clara, CA, Plano, TX, New York, NY and Reston, VA. Palo Alto Networks was founded in 2005. It has 13500 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, Team based strategic planning, Open office floor plan and Employee resource groups. To see all 222 open jobs at Palo Alto Networks, click here.
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