Strategic Partner Manager
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Job Description
Senior-level contributor managing operational performance across third-party technical customer support vendors at Proofpoint. Collaborating to drive improvements and aligning vendor activities with business goals.
Responsibilities:
- Partner closely with vendor leadership to ensure alignment with Proofpoint’s goals, support strategy, and customer experience standards.
- Serve as a strategic liaison between internal teams and vendor partners to drive transparency, accountability, and continuous improvement.
- Monitor contract adherence and identify opportunities to optimize vendor services.
- Evaluate vendor performance across KPIs, SLAs, quality metrics, and productivity benchmarks.
- Identify operational gaps, propose structured improvement plans, and track progress through completion.
- Support readiness for product changes, workflow modifications, and major program rollouts.
- Collaborate with Engineering, Product, Customer Success, Support Operations, and internal Support teams to ensure vendor alignment with business needs.
- Represent the vendor organization in cross-functional meetings, project discussions, and operational reviews.
- Communicate vendor impact, risks, and opportunities clearly to senior leadership.
- Lead vendor-related initiatives and process improvement programs—driving structure, documentation, and execution.
- Maintain operational playbooks, escalation guides, SOPs, and readiness materials.
- Partner with training and quality teams to ensure consistent vendor skill development.
- Analyze vendor data to identify performance trends, root causes, capacity issues, and customer-impacting concerns.
- Build dashboards, scorecards, and executive-level summaries to highlight insights and drive decision-making.
- Provide recommendations based on data—focusing on efficiency, quality, and customer experience.
- Support vendor escalations, incident management, and service disruptions.
- Partner with stakeholders to drive cross-functional resolution and long-term corrective action.
- Track recurring issues and propose systemic solutions.
- Support the Director in defining vendor strategy, long-term operational planning, and organizational alignment.
- Assess vendor capabilities and recommend changes to staffing models, resourcing, or support coverage.
Requirements:
- 10+ years of experience in Technical Support, Vendor Management, Customer Support Operations, or related fields.
- Strong background in global support environments or outsourced/BPO operations.
- Demonstrated ability to influence without authority across multiple teams and stakeholders.
- Advanced analytical skills with experience in metrics, dashboards, and performance reporting.
- Excellent written and verbal communication skills; ability to tailor messaging for executive audiences.
- Experience managing complex projects or programs with cross-functional collaboration.
- Proficiency with Microsoft Office; experience with Salesforce or similar CRM platforms.
- Experience in SaaS, cybersecurity, or technical support environments.
- Familiarity with workforce planning, vendor capacity modeling, or support forecasting.
- Background in business process optimization or operational strategy.
Benefits:
- Competitive compensation
- Comprehensive benefits
- Career success on your terms
- Flexible work environment
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
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