Outsourcing & Partner Support, Program Manager

About CyberArk

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. Learn more at cyberark.com.

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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.

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 (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.