Technical Partner Success Manager (MSP)

As the world's leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we've assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers' real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base.

Check Point Software Technologies has been honored by Time Magazine as one of the World's Best Companies for 2024. We've also earned a spot on the Forbes list of the World's Best Places to Work for five consecutive years (2020-2024) and recognized as one of the World's Top Female-Friendly Companies. If you're passionate about making the world a safer place and want to be part of an award-winning company culture, we invite you to join us.

This position will lead onboarding, training, technical escalations, and ongoing support for our MSP partners. Collaborating closely with channel managers, this role ensures a seamless partner experience and drives growth through technical excellence.

• Guide MSP partners through the onboarding process, ensuring a smooth and efficient setup.
• Oversee technical implementation of our solutions, providing hands-on support as needed.
• Develop and deliver technical training programs for MSP partners, focusing on product usage, best practices, and advanced features.
• Own the post-sales technical function and process for the MSP program.
• Recruit, mentor, and manage other technical staff.
• Stay up-to-date with new product releases and ensure partners are trained accordingly.
• Serve as the primary escalation point for technical issues from MSP partners, working closely with internal teams to resolve challenges promptly.
• Identify recurring issues and recommend process or product improvements to enhance partner satisfaction.
• Direct crisis and incident response, working with the account team, technical support, operations, and engineering teams to ensure timely resolution, while communicating effectively with customers.
• Develop, execute, and maintain customer support channels, including email, chat, phone, text, social, and on-site (when possible) to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
• Collaborate with Marketing and Sales to measure customer satisfaction and collect customer feedback for each area of the business.
• Develop and nurture relationships with key partner decision-makers.
• Identify new opportunities within existing accounts (Upsell/Cross-sell) and maintain existing accounts.
• Liaise with other departments (Products, Engineering, Support) around field priorities and ongoing product roadmap priorities; act as the internal partner advocate.
• Establish and share best practices for solution implementation, troubleshooting, and long-term usage.
• Partner with sales and marketing teams to provide technical insights that drive go-to-market strategies.

• Proven experience in a technical success, technical account management, or similar role within the MSP or technology industry.
• Expertise in troubleshooting and resolving email delivery and mail flow issues to ensure efficient and secure communication.
• Strong understanding of email authentication protocols like DMARC, DKIM, SPF, and similar technologies.
• Strong technical presentation and communication skills, both verbal and written.
• Excellent communication and interpersonal skills to build strong relationships with MSP partners and internal teams.
• Proactive problem solver with a passion for driving partner success.
• Ability to travel occasionally to meet with partners or attend industry events, as needed.

It Would Be Great If You Also Have:

• CISSP or other cybersecurity certification.
• Degree in Computer Science, Electrical Engineering, or equivalent.
• Experience managing and mentoring staff.
• Team player spirit.
• A passion for learning new things every day.