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Technical Partner Manager
3 weeks ago
Your Career
Technical Partner Manager
The Technical Partner Manager (TPM) will be responsible for ensuring that our Authorized
Professional Services (APS) Partners will be able to meet and exceed the stringent
requirements of our APS Program. The TPM will primarily be responsible for driving
improvements within their theater by identifying opportunities for upskilling partner capabilities
through Statement of Work (SOW), Service Engagement Form (SEF) and technical case
reviews. Once opportunities are identified, the TPM will work with the appropriate Partner
Services Manager to devise a training plan that helps close the identified gaps.
TPMs will be required to have a thorough understanding of APS Program metrics and will utilize
those metrics to analyze partner performance. When received, the TPM will review delivered
SOW/SEFs submitted to Palo Alto Networks by the Authorized Professional Services partner to
determine technical skills gaps by that partner which resulted in deployment assistance, failed
deployment and/or a technical case being escalated to our Technical Assistance Center (TAC)
within the initial 30-60 days. Once those details are identified, the TPM will review necessary
training against available training, and will work with the PSM to determine an appropriate
training path for the partners whose cases were evaluated, as well as provide recommendations
to the appropriate Palo Alto Networks teams for necessary content.
Additionally, TPM's may be asked to review or engage on escalations received by the field
(Field Escalations, or FE's) or by APS Partner engineers (Customer Escalations, or CE's). A
detailed case summary may need to be prepared as part of this engagement.
A successful TPM will need to effectively communicate with various teams, including Partner
Services, Professional Services TAC engineers and leadership, and partner personnel. This
individual will need to have excellent soft skills, to be highly adaptable, proactive and possess
analytical and technical skills.
Your Impact
● Perform SOW/SEF reviews and 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.
● Develop and apply analytics that identifies areas of improvement opportunities;
recommend processes that help close identified partner performance gaps.
● Develop, implement and deliver innovative enablement strategies to ensure consistently
excellent APS Partner service delivery interactions.
● Develop, deliver and maintain peer to peer internal methodology enablement to assist in
creating high functioning teams within the working theater of focus.
● Analyze metrics to identify opportunities for improvement with respect to APS Partner
performance, program objectives, etc.
● Communicate effectively with partners, stakeholders, and colleagues to drive
performance excellence within the APS program.
● Gain a detailed understanding of our APS program, its metrics, and the behaviors that
lead to excellent customer experiences
● Participate in the APS LIVECommunity site providing technical assistance and provide
recommendations to partner engineers regarding tools use, best practices, KB
recommendations, etc.
