The Partner Success & Experience Lead– Palo Alto Networks is responsible for driving structured partner engagement, lifecycle optimisation and services growth across assigned Palo Alto partners within the Business Unit.

This role combines operational discipline with commercial enablement to enhance the overall partner experience and unlock incremental revenue opportunities across tech refresh, upsell, cross sell and Westcon’s services portfolio, including ASC Gold Seal, Professional Services and Training.

This is an overlay role that adds a layer of coordination across multiple teams, with the objective of providing a seamless experience from the Partner perspective.

Working closely with the Vendor Business Manager, Renewals, Presales and Services leadership, the role ensures operational excellence, proactive partner cadence and measurable improvement in services attachment, revenue performance and partner loyalty.

In close collaboration with the Vendor Business Manager, you will be assigned tasks from time to time to address the evolving demands of the business, partners and the vendor, that will include;

Partner Success & Lifecycle Management

• Collaborate with an assigned territory of selected Palo Alto partners to develop and manage structured Success Plans tailored to each organization
o Identify key success drivers important to each assigned Partner
o Drive lifecycle management initiatives in partnership with Annuity and Palo BU teams to proactively position tech refresh, upsell, cross sell and ASC Gold Seal offerings
o Establish and maintain regular partner engagement cadence (fortnightly or monthly) with assigned DMP partners
o Provide performance insights and value based updates to strengthen partner relationships
• Monitor and support retention initiatives with a target of maintaining 95 percent partner loyalty

Operational Excellence

• Work in partnership with Presales and Annuity management to support timely and accurate quote turnaround across Palo Alto opportunities
• Maintain consistent follow up and communication standards to deliver a positive partner experience
• Co create weekly operational reporting dashboards in collaboration with Team Leads
• Provide reporting visibility to key Westcon stakeholders across SLA adherence, communication cadence and operational metrics
• Identify and implement workflow optimisation opportunities across Renewals and Presales
• Support VBM on weekly/monthly forecasting to internal stakeholders and provide visibility to vendor.
• Support VBM as needed on additional inititaves and vendor projects

Services Enablement & Commercial Growth

• Lead joint planning initiatives in collaboration with the Vendor Business Manager and Services Leader
• Unlock and position services engagement opportunities across Professional Services, Education, Training and ASC offerings
• Track and report on services pipeline, revenue KPIs and attachment rates
• Support vendor strategy sessions, QBRs and half year reviews to showcase services progress and commercial impact
• Collaborate with Sales, Product and Vendor teams to refine and enhance service offerings

Vendor Alignment

• Engage directly with Palo Alto vendor stakeholders to support operational alignment, escalations and provide progress on services performance
• Assist in preparing operational and services performance reporting for vendor reviews
• Support coordination of rebate optimisation and margin improvement initiatives

Applicants are encouraged to review the qualifications and experience requirements below and ensure they meet the key criteria before applying.

Skills & Competencies
• Demonstrated experience within IT distribution, or vendor aligned environments
• Prior experience in Channel partner highly regarded
• Demonstrated ability to work across functional teams to provide guidance and support, without a direct reporting line into any of those teams
• Experience in partner success, lifecycle management, renewals or services enablement roles
• Strong commercial awareness with ability to interpret revenue, margin and pipeline metrics
• Analytical mindset with strong attention to detail
• Experience collaborating cross functionally across Sales, Renewals, Presales and Services teams
• Strong stakeholder engagement and communication capability
• Advanced Excel and reporting capability
• Experience working with CRM, quoting and ERP systems. Microsoft suite experience (Dynamics; PowerBI; CoPilot etc) highly regarded.
• Ability to build and maintain structured dashboards and success tracking frameworks

Qualifications & Experience
• Minimum 3 to 5 years experience working within IT distribution, a technology vendor, or a channel partner environment
• Demonstrated experience working directly with reseller or channel partners within the cyber security or enterprise technology sector
• Experience managing partner relationships, partner success programs, lifecycle management, renewals or services enablement initiatives
• Experience working with subscription or recurring revenue models within enterprise technology environments
• Exposure to vendor partner programs, rebates, incentives or partner performance frameworks
• Experience working with Palo Alto Networks technologies, programs or partner ecosystem highly regarded
• Bachelor’s degree in Business, Information Technology, Cyber Security or a related discipline preferred
• Palo Alto Networks or cyber security related certifications advantageous but not essential