Partner Services Manager

This position is open to candidates based in either Austin, TX, Atlanta, GA or a SE USA location
About the Role
In this specialized role, you'll focus on service delivery success for partnerships with key GSI partners in the Americas. There is nothing more important to us than our customers' success, which is why we aim to provide them with a white-glove experience in implementing and deploying our solutions. Our service delivery partners-consultancy partners, regional system integrators, global system integrators, and managed service providers-are a crucial part of this success. Our team's role is to collaborate with the best partners worldwide, who are experts in delivering, implementing, migrating, and managing our solutions. Partner Service Delivery Managers play a key role in onboarding service partners, ensuring they are successful and receive necessary support, as well as hand holding them through launching new service offerings in the market.
Key Responsibilities

• Strategic Alignment: Collaborate with service delivery partners to develop and execute joint business/technical plans that align with Cloudflare's strategic objectives.
• Onboarding and Enablement: Lead the onboarding process for new service partners and provide continual support to ensure their proficiency with Cloudflare solutions.
• Executive Engagement: Regularly engage in strategic and roadmap planning discussions with key stakeholders at partners..
• Cross-Functional Collaboration: Consistently engage with internal departments such as partner enablement, product team, field sales, partner solutions engineers, Cloudflare professional services team, and others to ensure both partner and customer success..
• Performance Metrics: Develop, manage, and track key performance indicators to measure and improve the effectiveness of partnerships.
• Global Oversight: Provide governance and oversight on global projects, ensuring that deliverables are met on time and within scope.
• Technical Engagement: While not expected to be hands-on for post-sales, engage daily with partner technical teams, including technical delivery teams. Possess enough technical understanding and experience to lead those conversations effectively.
• Service Delivery Ecosystem Ownership: Own the service delivery partner ecosystem in the region, including building partner capabilities in alignment with regional leaders.
• Quality Assurance: Monitor and ensure the quality of service delivery by partners, addressing any issues and facilitating improvements as needed.

Requirements

• Consulting Background: Significant experience in a consulting environment, ideally within a GSI, is required.
• Enterprise IT Expertise: Must possess a deep understanding of enterprise IT architectures and how they integrate with broader business processes.
• Project Management: A proven track record of managing complex projects with multiple stakeholders is essential.
• Regulatory Awareness: Must have an understanding of global compliance and data protection regulations.
• Technical Knowledge: Familiarity with multi-cloud and hybrid cloud environments.
• Experience with Service Delivery Partners: Demonstrated experience working with consultancy partners, regional system integrators, global system integrators, and/or managed service providers.
• Customer Success Focus: Strong focus on customer success, ensuring service delivery partners can provide high-quality implementations and support to customers.
• Stakeholder Engagement: Ability to engage effectively with C-suite executives and technical teams at partner organizations.
• Analytical Skills: Strong analytical skills to develop, manage, and track key performance indicators.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to lead strategic discussions and presentations.
• Ownership and Accountability: Strong sense of ownership and accountability for the service delivery partner ecosystem in the region.