Full-Time Technical Partner Manager

Technical Partner Manager

The Technical Partner Manager (TPM) will be responsible for ensuring that our Authorized Professional Services (APS) Partners will meet and exceed the stringent requirements of our APS Program.

Primarily 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 to close identified gaps.

TPMs will utilize APS Program metrics to analyze partner performance.

Review delivered SOW/SEFs to determine technical skills gaps, resulting in deployment assistance, failed deployment, or technical cases escalated to TAC (within 30-60 days).

Review necessary training and work with the PSM to determine an appropriate training path for the impacted partners, and provide recommendations to Palo Alto Networks teams for necessary content.

May be asked to review or engage on field escalations (FE's) or customer escalations (CE's) with detailed case summaries.

Will effectively communicate with Partner Services, Professional Services TAC engineers, leadership, and partner personnel. Excellent soft skills, adaptability, and proactiveness are essential, along with analytical and technical skills.

Impact:

• Perform SOW/SEF reviews and case scrubs across partners, countries, and territories to determine technical causes.
• Utilize Tableau, Salesforce, and scorecards to identify areas of improvement.
• Create detailed analysis and reports on case scrub findings to understand partner case opening reasons.
• Identify strategies to improve partner technical skills and expand the partner ecosystem.
• Help develop and implement operational processes, including program auditing, coaching, process improvement, and training.
• Develop and apply analytics to identify improvement opportunities and processes to close partner performance gaps.
• Develop, implement, and deliver innovative enablement strategies for excellent APS Partner service delivery.
• Develop and maintain peer-to-peer internal methodology enablement for high-functioning teams.
• Analyze metrics to identify opportunities for improvement in APS Partner performance and program objectives.
• Communicate effectively with partners, stakeholders, and colleagues to drive performance excellence.
• Gain a detailed understanding of the APS program, its metrics, and excellent customer experiences.
• Participate in APS LIVE Community, providing technical assistance and recommendations to partner engineers.

Experience:

• BA/BS in computer science or equivalent (MBA a plus).
• 2+ years of experience in Palo Alto Networks professional services with strong performance history.
• Detailed technical experience in installing, configuring, and operating high-end firewall appliances (Palo Alto Networks products preferred).
• Deep understanding of security threats, internet protocols, and applications.
• Knowledge of Cortex products (XDR, XSOAR, XSIAM) preferred.
• Knowledge of SASE products (Prisma Access, Prisma SD-WAN) is a plus.
• Strong TCP/IP networking skills.
• Ability to handle multiple tasks effectively.
• Extensive background in internetworking, LAN, and WAN technologies.
• Excellent interpersonal and teamwork skills.
• Self-motivated, detail-oriented, strategic thinking, and problem-solving skills.
• Strong written and verbal communication skills.
• Strong negotiation skills.
• Ability to work in a fast-paced environment.
• Ability to work with diverse groups.
• Develop trusted advisor role.
• Fluent in written and spoken English.

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