[Hiring] Outsourcing & Partner Support, Program Manager @CyberArk

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.