About Us
At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today, Cloudflare runs one of the world's largest distributed networks that powers more than 1.5 trillion pageviews each month across 5 million Internet properties.. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Our customers range from Fortune 500 companies and nonprofits to small businesses and budding entrepreneurs. Every day, about 12,000 new customers sign up. We're working to create a faster, more secure, and more reliable experience for anyone online and given the scale at which we operate, our mission is big. Our team is hard at work shaping the future of the Internet by solving some of its toughest challenges. Come join us.
About the Department
The Partner team works hard to grow the Partner ecosystem around Cloudflare. Partner Account Managers, Partner Development teams, and Partner Solutions Engineers all support partner businesses as they grow and scale with Cloudflare. All working together help our customers adopt Cloudflare and create great Internet-enabled experiences.
About the Role
In this specialized role, you'll focus on service delivery success for partnerships with key partners in Japan. There is nothing more important to us than our customers' success, which is why we aim to provide them with a white-glove experience in implementing and deploying our solutions. Our service delivery partners - managed security service providers (MSSPs), consultancy partners, regional system integrators, and global system integrators - wqare a crucial part of this success. Our team's role is to collaborate with the best partners worldwide, who are experts in delivering, implementing, migrating, and managing our solutions. Partner Service Delivery Managers play a key role in onboarding service partners, ensuring they are successful and receive necessary support, as well as hand holding them through launching new service offerings in the market.
Key Responsibilities
- Strategic Alignment: Collaborate with service delivery partners to develop and execute joint business/technical plans that align with Cloudflare's strategic objectives.
- Onboarding and Enablement: Lead the onboarding process for new service partners and provide continual support to ensure their proficiency with Cloudflare solutions.
- Executive Engagement: Regularly engage in strategic and roadmap planning discussions with key stakeholders at partners..
- Cross-Functional Collaboration: Consistently engage with internal departments such as partner enablement, product team, field sales, partner solutions engineers, Cloudflare professional services team, and others to ensure both partner and customer success..
- Performance Metrics: Develop, manage, and track key performance indicators to measure and improve the effectiveness of partnerships.
- Global Oversight: Provide governance and oversight on global projects, ensuring that deliverables are met on time and within scope.
- Technical Engagement: While not expected to be hands-on for post-sales, engage daily with partner technical teams, including technical delivery teams. Possess enough technical understanding and experience to lead those conversations effectively.
- Service Delivery Ecosystem Ownership: Own the service delivery partner ecosystem in the region, including building partner capabilities in alignment with regional leaders.
- Quality Assurance: Monitor and ensure the quality of service delivery by partners, addressing any issues and facilitating improvements as needed.
Requirements
- Service Delivery Experience: Proven experience in onboarding and managing Managed Security Service Providers (MSSPs) or similar partners
- MSSP Business Experience: Strong understanding of MSSP business models, building services packaging and operational processes
- Partnership Experience: Familiarity working with partners in developing services practice, service delivery management, and solution selling in cybersecurity offerings
- Project Management: A proven track record of managing complex projects with multiple stakeholders is essential.
- Regulatory Awareness: Must have an understanding of Japan compliance and data protection regulations.
- Technical Knowledge: Familiarity with cybersecurity, cloud solutions, or IT infrastructure.
- Customer Success Focus: Strong focus on customer success, ensuring service delivery partners can provide high-quality implementations and support to customers.
- Stakeholder Engagement: Ability to engage effectively with C-suite executives and technical teams at partner organizations.
- Analytical Skills: Strong analytical skills to develop, manage, and track key performance indicators.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to lead strategic discussions and presentations.
- Ownership and Accountability: Strong sense of ownership and accountability for the service delivery partner ecosystem in the region.
- Ability to speak English and Japanese fluently
Bonus Points
- Knowledge of service level agreements (SLAs) and operational KPIs.
- Relevant certifications, such as CISSP, CISM, or ITIL, are a plus.
