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Operations Analyst I
Ref No.: 18-06914
Location: San Francisco, California
Partner Support Operations Analyst
San Francisco, CA
12 Months Contract +


Role Description:
The Partner Support Operations Analysts function as our Partner Operations Order Lifecycle subject matter experts and are fully cross-trained on our technical, licensing, and Order Management and Provisioning processes. Our Partner Support Operations Analysts apply subject matter expertise towards approaches to bring swift resolution to partner business problems. Partner Support Operations Analysts look at territories and accounts from a portfolio perspective and make recommendations to drive accuracy and improvements to our partner's operational health, based on their unique view into support cases submitted by partners. The Partner Support Operations Analyst owns the Partner Operations Support experience for our partners and meets case resolution SLAs in accordance with our WW Sales Operations and compliance policies.

In addition to the standard support responsibilities, the Partner Support Operations Analysts will also be responsible for optimizing our business processes, building and monitoring reports and dashboards, resolving internal customer requests as needed, contributing on special projects, and training for new employees. This role requires extensive coordination with many organizations, including Deal Desk, Alliances, Sales Operations, ISV Sales, Sales Crediting, Partner Premier Support, ATT1 Technical Support and Credit & Collections. The Partner Support Operations Analysts will also develop an understanding of our broader platform, Partner Community, Service Cloud and licensing technologies and will make ongoing recommendations for improvements to and optimization of our support systems and processes. Our Partner Support Operations Analysts should also be analytical; service-oriented and strong communicators; comfortable operating independently with a high sense of urgency; be extremely detail oriented; able to apply problem solving and decision-making skills; and able to function in a highly dynamic and fast-paced work environment.

Daily 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 Topic and Sub-Topic fill rates
• Manage and resolve business problems within SLA for external customers within assigned territory on cases received via the Partner Community (level 1 and 2 case support scenarios)
• Manage and apply support communications templates for consistency in messaging to customers
• Build and manage reporting, analytics, and dashboards around the partner support experience
• Partner with Partner Lifecycle Operations to develop operational health metrics
• Work with Partner Operations; Credit & Collections; Accounts Receivables; and Alliances assisting in account reconciliations for customer billing investigations and disputes
• 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
• Build out and manage training material in SOP format for the case support process and train new hires on the Partner Support Operations team
• Manage quality assurance initiatives related to order management and support work


Required Skills/Experience:
• 5+ years prior experience working in an Order Management/ Support capacity
• Salesforce application/platform experience (Sales Cloud and Service Cloud)
• 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
• Working knowledge of Microsoft Office and Google G Suite applications
• Inquisitive, questioning mindset with close attention to detail; leaves no stone unturned and double-checks everything
• 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


Desired Skills/Experience:
• Bachelor's degree from an accredited University is strongly preferred
• Project Management experience & good understanding of PM methodologies
• Experience working in a channel/partner function
• Salesforce System Administrator certification