Description
The Partner Support Operations Analysts function as our Partner Operations subject matter experts and are fully cross trained on our technical, licensing, and Order Management and Provisioning processes.
Responsibilities:
- Route case ownership and manage timeliness of cases being assigned and processed through the daily case triage process
- Drive data quality and accuracy on support cases by managing GAA and FA fill rates
- Manage and resolve business problems within SLA for external partners/customers within assigned territory on cases received via the Partner Community
- Manage and apply support communications templates for consistency in messaging to partners/customers
- Build and manage reporting, analytics, and dashboards around the partner support experience
- Act as the subject matter experts for questions around process, policy, and applications for internal customers
- Share best practices with team members to enhance the quality and efficiency of the support process
- Build out and manage knowledge articles to provide self-service support for internal and external customers
- Contribute ideas and innovations to improve upon existing systems, work processes and procedures
- Establish strong relationships acting as liaison with Sales, Renewals, Collections, Adjustments, Compensation, Rev Rec., Legal, and other internal business partners as appropriate
- Manage quality assurance initiatives related to order management and support work
- Support audit and compliance readiness, including participation in testing cycles that ensure financial controls remain intact.
Requirements:
- 3–5 years of experience in Revenue Operations, Deal Operations, Business Operations, Order Management/Support, or a related analytical/systems role , ideally in a SaaS or technology company
- Salesforce application/platform experience (Sales Cloud and Service Cloud) or familiarity with similar enterprise platforms
- Strong project management instincts: comfortable scoping work, tracking competing priorities, and driving cross-functional decisions to closure
- Analytical and detail-oriented , able to work through complex business logic, data mappings, and system requirements with precision
- Clear communicator who can translate technical and operational complexity into plain language for diverse audiences
- Collaborative team player with high emotional intelligence and the ability to build trust across a wide range of stakeholders and personality types
- Self-starter who can operate with autonomy, surface risks proactively, and work with a sense of urgency
- Inquisitive, questioning mindset with close attention to detail
- AI fluency , comfortable using AI tools (e.g., Agentforce, generative AI assistants) to streamline case resolution, reporting, and process improvement work
- Experience in channel sales, partner programs, or marketplace ecosystems is a plus