Description
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale , unleashing the potential of businesses and people.
In this role, you’ll lead the Partner Help Desk team within Partner Revenue Strategy & Operations, helping improve the support experience for both internal field teams and external partners. This role combines people management, operational oversight, and cross-functional collaboration to solve challenges across partner processes. You’ll have the opportunity to make a meaningful impact while working closely with teams across sales, partner operations, legal, and IT, and will report directly to the Sr. Manager, Partner Revenue Strategy & Operations. This role is based in India and requires availability for a remote work schedule starting at 6:00 PM IST to ensure overlap with both EMEA and US Timezone.
Responsibilities
- Lead the Partner Help Desk team by fostering a positive culture and environment.
- Conduct training sessions to enhance skills and mentor team members for their professional development.
- Manage and oversee the team that reviews Partner Deal Registrations, supports partner agreements and not-for-resell license requests, and resolves Partner Portal, operations, system, and workflow issues.
- Analyse current help desk workflows to identify areas needing improvement.
- Develop comprehensive documentation for help desk processes and implement best practices to enhance service quality and efficiency.
- Conduct regular training sessions to enhance their skills and knowledge. Provide ongoing feedback and coaching to support each team member's growth.
- Manage escalated support cases to ensure quick and effective resolution.
- Collaborate with cross-functional teams to tackle complex issues and facilitate clear communication between partners and internal teams during these escalations.
- Step in to provide backup support as needed during peak volume periods, team absences, PTO, holidays, and other coverage needs.
Requirements
- 3+ years of experience in a help desk and/or support function, including managing case queues
- 3+ years of experience in partner operations/partner programs
- 1+ years in a managerial position leading a team
- 2+ years with process improvement
- 2+ years of experience with CRM systems, preferably Salesforce
Benefits
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave