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 OSPs to drive KPI performance training initiatives and security compliance requirements to meet CyberArk OSP requirements.
• Develop process improvements with OSPs to drive KPI compliance and process efficiencies.
• Work directly with other global support colleagues security services sales operations and administration to ensure the longterm 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 adhoc 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.

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Qualifications :

• At least 35 years experience in Technical Support Management or a position of similar nature in a software / SAAS company.
• Bachelors 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 worldclass 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 KPIs.
• Out of the box thinker comfortable presenting ideas to improve performance.
• Comfortable taking risks based on data analytics and experience.

Additional Information :

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion creed sex sexual orientation gender identity national origin disability or protected Veteran status. 

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $83000 $115000/year plus commissions or discretionary bonus which will be based on the employees performance. Base pay may also vary considerably depending on jobrelated knowledge skills and experience. The compensation package includes a wide range of medical dental vision financial and other benefits. 
 

Remote Work :

Yes

Employment Type :

Fulltime