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 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.

Qualifications :

At least 3-5 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 world-class service.
Must be able to work independently (remotely / in office / onsite) 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.

Remote Work :

Yes

Employment Type :

Full-time