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Palo Alto Networks Manager, Support Delivery Partner in Plano, Texas

Responsibilities:

  • Primary owner of the relationship with our Support Delivery Partners, driving outcomes as required by Global Customer Support Delivery.

  • Manage the day-to-day operations of our partner in Costa Rica, specifically focused on Customer Satisfaction and goal attainment.

  • Must be comfortable leading informally across the organization to challenge the status quo and developing better ways to support customers.

  • Strategically guide delivery partner programs to meet changing business requirements.

  • Develop and implement innovative enablement strategies to ensure consistently excellent customer interactions.

  • Develop, communicate and manage partner performance plans and departmental objectives.

  • Analyze metrics to identify opportunities for improvement with respect to Service delivery, staffing, etc.

  • Communicate effectively with partners, stakeholders and colleagues to identify needs, evaluate alternative design solutions, and measure success.

  • Resolve issues in creative ways, exercise judgment in selecting methods and techniques to obtain solutions.

  • Identifies and recommends best practices in the areas of vendor management, vendor selection and engagement.

Qualifications:

  • At least 3 years of experience successfully managing highly functioning outsource vendor relationships or technical support teams.

  • Ability to work effectively with cross-functional teams including technical, managerial, and leadership teams.

  • Experience with Contact Center Management, particularly within Enterprise accounts

  • Strong program management experience.

  • Proactively seeks feedback and input; actively listens to others.

  • Knowledge of the outsourcing industry, providers, location benefits and capabilities.

  • Providing excellent customer service to both internal and external customers.

  • Excellent interpersonal and communication skills.Spanish speaking a strong plus.

  • Strong strategic thinking, business analysis, problem solving, team leadership, collaboration, presentation, and communications skills

  • Ability to work effectively in an unstructured environment and manage complex cross-organizations projects where success is predicated on influencing team members without having direct authority over them

  • Ability to succeed in situations with a high degree of ambiguity

  • Strong verbal and written communications skills with an ability to build rapport and credibility with technical and business audiences

Personal Attributes/Interpersonal Skills:

  • Trusted Advisor: provides advice across multiple areas of expertise, and builds broader capability.

  • Challenges the existing method and constantly innovates.

  • Able to easily work well with individuals at all levels.

  • Builds organizational relationships and fosters open communication.

  • Excels at cross-functional collaboration.

  • Flexible and adaptable to changing demands based upon the needs of the business.

  • Able to work independently, establish priorities and demonstrate good judgment skills.

  • Able to multi-task and perform well under pressure.

  • Smart, analytical, creative, efficient, driven, and tenacious.

  • Strong written and oral communication skills.

EOE Protected Veterans/Disability.

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