Partner Support Analyst

Salesforce, Inc.; Indiana; On-site; USD 65,000 - 90,000; Full time

Job summary

Salesforce, Inc. is seeking a Partner Support Operations Analyst within Revenue Operations to act as a subject matter expert across technical licensing, order management, and provisioning processes.

You will drive timely case resolution for partners, optimize business processes, and build dashboards to monitor performance. The role requires deep Salesforce platform familiarity, strong analytic skills, and the ability to coordinate with Deal Desk, Alliances, Sales Ops, and other teams in a

Qualifications

• 3–5 years in Revenue Operations, Deal Operations, Business Operations, Order Management/Support, or related analytical role.
• Salesforce application/platform experience (Sales Cloud/Service Cloud) or familiarity with similar platforms.
• Strong project management instincts and data-analysis skills.

Responsibilities

• Route case ownership and manage timeliness of cases in daily triage.
• Drive data quality and accuracy on support cases and reports.
• Coordinate with internal teams to resolve partner/customer issues within SLA.
• Develop and maintain dashboards and reports for partner operations.
• Provide guidance on process, policy, and applications for internal customers.
• Share best practices to improve efficiency of the support process.
• Create knowledge articles for self-service support.

Skills

Revenue Operations

Deal Operations

Business Operations

Order Management/Support

Cross-functional collaboration

Tools

Sales Cloud

Service Cloud

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Finance

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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 wit