Salesforce Partner Operations Analyst 

Ireland, Dublin 

586944294

Job Category

Job Details

• Ensure that all ISV partnership and reseller proposals for an assigned territory have obtained the necessary approvals and supporting documents are obtained according to our internal team and compliance policies prior to advancing requests through process
• Build and manage product catalogs for our partners to ensure approval terms are effectively described
• Create and manage standard contract creation process for approved partners
• Troubleshoot and solve problems related to partner operational on-boarding
• Engage directly with partners to help on-board and enable them on business applications, processes, and policies for ordering, provisioning, and payments
• Route case ownership and manage timeliness of cases being assigned and processed through the daily case triage process
• Manage and resolve business problems and complexities within SLA for external customers within assigned territory on cases received via the Partner Community (level 1 and 2 case support scenarios)
• Manage order management and service disruption issues as applicable
• Build and manage reporting, analytics, and dashboards around the partner support experience
• Perform partner health check and operational deficiencies as applicable
• Work with Partner Operations; Credit & Collections; Accounts Receivables; and Alliances teams assisting in account reconciliations for customer billing investigations and disputes
• 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 strategically 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 applicable
• Build out and manage training material in SOP or as knowledge articles to allow for scale and growth
• Ad-hoc projects as required for business needs

• 2+ years prior experience working in sales support function, operations or finance function related capacity
• Working knowledge of Microsoft Office and Google G Suite applications
• Aptitude with data collection, compilation, analysis and presentation
• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately explain difficult issues; ability to think quickly and critically
• Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative
• Ability to prioritize workload and manage multiple projects and tasks
• Ability to understand broader business and financial issues
• Inquisitive, questioning mindset with high attention to detail
• Team player with high level of emotional maturity; able to be diplomatic and work effectively with wide variety of personality types
• Ability to proactively identify problems and generate plan to solve them
• Ability to work with a sense of urgency and minimal supervision

• Bachelor's degree from an accredited University is strongly preferred
• Salesforce application/platform experience
• Experience working with big data sets via Data Loader and/or Workbench
• Strong Excel skills for data manipulation and analytics
• Experience working in a channel/partner function

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