Strategic Partner Manager
Core
Managing and optimizing operational performance across Proofpoint's third-party Technical Customer Support vendor partners to ensure alignment with business priorities and customer experience standards.
Role type
Senior individual contributor strategic partner manager
Builds
Global support ecosystem effectiveness and vendor operational alignment
Domain
Cybersecurity / Technical Support Operations / Vendor Management
Deliverable
dashboards & analysis
Required skills
Vendor strategy and relationship management, Operational excellence and KPI/SLA evaluation, Cross-functional partnership and stakeholder influence, Data analysis and reporting, Escalation and issue management, Strategic planning and workforce modeling
Preferred skills
Experience in global support environments or outsourced/BPO operations, Background in business process optimization, Proficiency with Salesforce or similar CRM platforms
Technologies
Salesforce, Microsoft Office
Responsibilities
Partner with vendor leadership to ensure alignment with business goals and customer experience standards, Evaluate vendor performance across KPIs, SLAs, and quality metrics, Collaborate with Engineering, Product, and Customer Success teams to ensure vendor alignment, Lead vendor-related initiatives and process improvement programs, Analyze vendor data to identify performance trends and build executive-level summaries, Support vendor escalations and incident management to drive cross-functional resolution
Seniority
Senior, hands-on IC
