Channel Operations Support Specialist

Palo Alto Networks; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

FLEXBenefits wellbeing spending account

Mental health resources

Personalized learning opportunities

Job summary

A leading cybersecurity firm is seeking an experienced analyst for their Ecosystem Operations team in Bengaluru. The role involves operational support for the Nextwave partner program, requiring strong customer service skills and effective communication. Ideal candidates will have 4+ years experience managing high-volume inquiries, with a focus on collaboration across teams and attention to detail. This role is office-based with some flexibility.

Qualifications

• 4+ years of experience managing high-volume cases using email-based ticketing systems.
• Strong customer service and detail-oriented skills.
• Effective communicator at all levels of the organization.

Responsibilities

• Provide operational support to the NextWave partner program.
• Act as liaison for cross-functional teams.
• Document processes and procedures on an ongoing basis.

Skills

Customer service skills

Attention to detail

Effective communication

Collaboration with cross-functional teams

Tools

G Suite

ServiceNow

SFDC

Job description

Our Mission

At Palo Alto Networks everything starts and ends with our mission. Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

We are seeking a forward-thinking, enthusiastic, and experienced analyst for the Ecosystem Operations team who will support the channel partner ecosystem. You will be responsible for supporting both internal channel teams and external partners by responding to and managing inbound requests and inquiries relating to the Nextwave partner program. These requests will be wide ranging and relate to the various components of the partner program and may include channel business process support, training and enablement, master data management, exception process handling, or generally providing information to partners and internal stakeholders regarding the partner program.

Your Impact

• Provide broad based operational support to our NextWave partner program, particularly by responding to inbound requests from channel partners and internal partner ecosystem stakeholders. Examples of inbound requests may involve the following business processes:
• Granting, validating, and troubleshooting access to the partner portal
• Ensuring accurate partner program compliance data
• Deal Registration exception process handling
• Partner Locator (SFDC based tool) data updates and troubleshooting
• Partner applications and onboarding
• Act as liaison for the Global Ecosystem Operations team with cross functional teams such as Finance, theater Sales Ops, Data Governance, and IT.
• Lead and support the defining, implementation, and enablement of business process improvements.
• Initiate and establish strong trusted partnerships with key stakeholders at all levels in the organization to ensure alignment and ongoing effectiveness.
• Assist with tool maintenance and data clean-up projects (SFDC hygiene, etc.)
• Document processes and procedures on an ongoing basis.

Qualifications

Your Experience

• Relevant 4+ years experience managing, investigating, resolving high-volume cases using an email-based ticketing system or similar
• Strong customer service skills and attention to detail
• Effective communicator with solid verbal, written, and presentation skills for all levels in the organization
• Experience collaborating with cross-functional teams
• Experience with G Suite (Sheets, Docs, Slides), ServiceNow, and SFDC (sales hygiene, reporting, maintenance), data governance/data hygiene activities
• Demonstrated experience taking ownership of a business domain or managing a business process and being accountable to stakeholders
• Nice to have in a related or similar field, but not required:
  • Experience supporting Ecosystem / Channel sales organizations - partners, distributors, cloud service providers, system integrators, etc.
  • Experience supporting a partner program and its components (onboarding, compliance, deal registration, rebates and incentives, partner master data management, etc.)
  • Experience identifying Ecosystem process issues, building recommendations and implementing strategies to optimize performance
  • Building and distributing enablement and training materials on various sales operations processes

Additional Information

The Team

Palo Alto Networks has brought technology to market that is reshaping the cybersecurity threat and protection landscape. Our ability to protect digital transactions is limited only by our ability to establish relationships with our potential customers to help them understand how our products can secure their environment. This is where our sales operation teams come in.

Our Sales Operation Team members support our sales account managers and systems engineers to assist in large organizations’ migrations to more cybersecurity. Sales operations work behind the scenes to make sure that our sales relationships run smoothly, enabling and empowering the teams across the world. As part of our sales operations, you support the sales team by providing research, reports, and craft and support systems and processes that enable the process of sales. You are committed to your team’s success – and enjoy pitching in to assist when it comes to solutions selling, learning, and development. It’s a true partnership, one built on building the best cybersecurity solutions for each individual client.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.