Your Career

As a Technical Sales Manager (TSM), you will work with your sales partner across ANZ and Asia to establish strong relationships with one or more target MSP/MSSP partners to offer Palo Alto Networks’ Prisma SD-WAN/Prisma SASE to their customers, along with other products in our platform portfolio. You will bring a deep technical understanding of networking, routing, and cybersecurity managed services solutions. You will build trust with our MSP/MSSP partners and work with them to build SASE solutions that make their managed solutions more secure. Based on learnings from your customer base, you will provide valuable feedback and input to our product management teams on new feature requests and product improvements.

Your Impact

• Enable our MSP SD-WAN/SASE partners (Sales, Pre-Sales, Solution teams, and Delivery teams) on Palo Alto Networks products and solutions, including technical and value propositions, PoC/PoV, Pricing, Packaging, and lead the Sales governance orchestration.

• Architect and sell validated solutions for Palo Alto Networks MSP/MSSP partners to provide SD-WAN/SASE offerings to their customers as a managed service.

• Identify opportunities with prospective and current customers that can be served with PANW solutions.

• Work closely with the region sales leadership to support sales in a strategic and tactical manner.

• Use Case documents and assets for Demo & POC

• Assist Channel team to create Joint Annual and Quarterly targets - internal and external and tracking against it.

• Develop and nurture current and MSP/MSSP partners to drive growth.

• Act as the go-to technical adviser for Palo Alto Networks MSP/MSSP SD-WAN/SASE partners. 

• Establish yourself as a trusted advisor to MSP/MSSP partners’ sales, product, and engineering teams.

• Execute and manage Sales strategies with your Sales Account Manager and the MSP/MSSP partners.

• Ensure ongoing MSP/MSSP partner and their end customers’ satisfaction, support, and adoption of new PANW products and services.

• Effectively articulate PANW offerings market leadership.

• Demonstrate excellent verbal and written communication and presentation skills to manage interactions with customers and partners.

• Agility to work within small creative teams as well as cross-functional teams.

• Advocate of collaboration and teamwork

• Ambitious and can-do attitude.

• Pursue continuous self-improvement and learning to maintain technical leadership of  applicable technologies (Networking, SD-WAN, SASE, data centre, public cloud, cyber security, 5G, etc.)

What you get to do in this role

• Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
• Manage a mature team , including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

What you can expect from us

At ServiceNow, we make work better for everyone – including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

What you get to do in this role

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.