Partner Support Analyst

Description

Job Description Summary 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. 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, Partner Technical Support and Credit & Collections. The Partner Support Operations Analysts will also develop an understanding of our broader platform, Partner Community, Service Cloud and salesforce 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 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.

Required Skills/Experience:

• 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

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.