Full-Time Outsourcing & Partner Support Program Manager

Reporting to the Director, Global Outsourcing & Partner Support, the Outsourcing & Partner Support Program Manager will lead regional OSP performance, drive operational efficiencies, and recommend / implement improvements to ongoing OSP management strategy.

The Manager will also help run regional Channel Partner Support operations to drive increased Partner Satisfaction, quality compliance, implementation support and efficient operations.

Duties and Responsibilities:

• Work closely with CyberArk Regional OSP’s to drive KPI performance, training initiatives and security compliance requirements to meet CyberArk OSP requirements.
• Develop process improvements with OSP’s to drive KPI compliance and process efficiencies.
• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
• Provide & action reporting and analytics on OSP vendor performance to include weekly business reviews, quarterly reviews, feedback sessions and ad-hoc reporting as needed (working closely with BI reporting).
• Develop recognition initiatives / contract enhancements working with global peers / management to increase OSP engagement, reduce attrition and foster a culture of inclusion.
• Assist in the development and maintenance of a Channel Partner / Managed Service Provider (MSP) support program to drive up case quality performance, maintain Channel Partner / MSP adherence to training and certification levels, with the goal of improving the Channel Partner / MSP customer experience.
• Other duties as assigned.

Requirements:

• At least 3-5 years’ experience in Technical Support Management or a position of similar nature in a software / SAAS company.
• Bachelor’s degree in relevant field of study, EX: Cyber Security, Information Technology, Computer Networking, etc.
• CyberArk technical training and/or certifications, along with CyberArk product / solutions support experience.
• Must have excellent Partner / Customer facing communication skills and a passion for providing world-class service.
• Must be able to work independently as part of a global team.
• Excellent time management, decision making, prioritization and organizational skills.
• Proficiency in English both written and spoken.

Advantages / Tech Skill Advantages:

• Technical Certifications in relevant operating systems and products.
• Authentication methods (SAML, RSA SecurID, Smart cards, Tokens, Radius, LDAP).
• Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.
• Advanced Customer Service experience managing operations and performance to meet established KPI’s.
• Out of the box thinker, comfortable presenting ideas to improve performance.
• Comfortable taking risks based on data analytics and experience.

Compensation:

$83,000 – $115,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance.

Base pay may also vary considerably depending on job-related knowledge, skills, and experience.

The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.

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