Partner Technical Account Manager

Partner Technical Account Manager is responsible for the technical and commercial success with subset of global partners (primarily MSSP).

PTAM forges relationships with partners, develops a deep understanding of their service model implementation, share technical best practices, strives enable partner technical and commercial success and minimize the risks of technical problems. PTAM closely works with sales team, including Partner Account Manager.

The role might require travel to partner sites and may need to be available for some early/late hour or weekend coverage depending on the needs.

Required experience:

• 3+ years’ experience in/with IT or InfoSec enterprise organization.
• 3+ years’ experience working in/with international partners and (managed) service providers, SOCaaS, etc.
• 2+ years’ experience in a similar role.
• Past experience in the following areas is an advantage: Security Operations Center, Technical Sales, Presales, Customer Service, IT Service Management, Customer Relationship Management, Contract Management.
• Technical expertise in deploying, administering, managing products within Security Domains: SIEM, Anti-APT, Threat Intelligence, Endpoint Detection and Response, etc.
• Customer or partner technical account management, “trusted advisor” skills.
• Professional communication skills including written (e-mail, chat), verbal (phone, online and offline meetings), presentation and negotiation.
• Autonomous and self-motivated work style.
• Time management & multi-tasking skills.
• Expectation & conflict management.
• English language (Upper-Intermediate+ or above).

Key responsibilities:

• Act as a trusted advisor for the partner. Become the single point of contact for partner’s technical requests.
• “Onboards” new or potential partners, introducing and describing conditions and benefits, agrees on the optimal communication format and schedule.
• Proactively engages partners to enable successful technical implementation of products and solutions, reduces risks of technical blockers.
• Drives resolution of technical issues using personal expertise or involving and orchestrating internal technical resources.
• Makes best use of included/available technical benefits and resources
• Offers professional services as required to reduce risks of future technical issues.
• Collaborates with PAM to ensure partner’s success with technical side of the business strategy.
• Professionally maintains efficient and effective communication between partners, sales team, customer support, HQ teams.
• Help building best practices/testimonials.
• Create upsell opportunities (proposing other technical products and services leveraging expertise from other partners).
• Capture regular feedback and provide updates to top partners, analyze with PAMs/HQ, contribute into business strategy.
• Based on experience, capture and define outcomes for future post-sales support framework.
• Creates and maintains “Technical Partner Account Plan” with key goals, pain points analysis, and corresponding execution plan.