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This is an opportunity for an ambitious and talented individual to make an impact in a high profile role within Revenue Operations, that partners directly with the Alliances & Channels and ISV sales organizations. The role offers the opportunity to work directly with our Partner Account Managers and ISV Partners to provide high-impact support to sales teams and a large number of other cross-functional groups within Salesforce. The ideal candidate must be able to simultaneously develop a long-term view of the desired end-state for optimum partner operational success and manage multiple short-term goals and priorities related to ongoing business. This person should be analytical; service-oriented and a strong communicator; comfortable operating independently with a high sense of urgency; and able to function and prioritize their work in a highly dynamic work environment.


As a part of the global Partner Operations team, the individual would work closely with the ISV Sales teams. The ISV Partner Operations Analyst will be primarily focused on proactive engagement with our ISV business partners to ensure seamless operations throughout the partner contracting, order management processes through to partner support. The main responsibilities of this role includes deal approvals, the creation of partner product catalogs, create standard agreements, working with internal stakeholders to execute partner program agreements, managing partner inquiries, managing cases and queue request related to partner transactions and ad-hoc reporting and data analysis as necessary. In addition, the individual will also play an active role in optimizing our business processes, internal customer issue resolution, and contributing to special projects. This role requires extensive coordination with many internal organizations, including ISV Sales, Revenue Recognition, Legal, and Finance. The right candidate must be able to work in a team environment, be self-motivated, extremely detail-oriented with demonstrated leadership experience, and problem solving and decision making skills. This job requires equal parts critical thinking, attention to detail, and be able to function in a highly dynamic and fast-paced work environment. It also provides a chance to achieve significant responsibility and autonomy, access to senior executives within one of the most innovative and fast-growing groups within Salesforce.

Daily Responsibilities:

• 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

Required Skills/Experience:

• 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

Desired Skills/Experience:

• 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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