Partner Support Analyst

Leadout Capital; Indianapolis (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

Leadout Capital seeks a Partner Support Operations Analyst to act as a subject matter expert across technical, licensing, and order management processes. You will drive swift resolution of partner issues, optimize business processes, and build analytics dashboards to improve partner health.

You will coordinate with Deal Desk, Alliances, Sales, and other teams, applying strong communication and problem-solving skills in a fast-paced environment.

Qualifications

• Experience in Revenue/Deal/Order operations within a SaaS or tech company.
• Strong knowledge of Salesforce platforms (Sales Cloud and Service Cloud).
• Excellent project management and cross-functional collaboration skills.
• Analytical, detail oriented, and able to translate complex logic for diverse audiences.

Responsibilities

• Route case ownership and manage timeliness through daily triage.
• Drive data quality and accuracy on support cases and fill rates.
• Resolve partner issues within SLA for external customers in territory.
• Apply standardized communications templates for consistency.
• Build and manage reporting, analytics, and dashboards on partner support.
• Provide SME guidance on process, policy, and applications to internal customers.
• Share best practices to improve efficiency of the support process.
• Create and maintain knowledge articles for self-service support.
• Contribute ideas to improve systems, processes and procedures.
• Liaise with Sales, Renewals, Collections, and other internal partners.
• Support quality assurance and compliance readiness, including testing cycles.

Skills

Revenue operations

Deal operations

Order management

Salesforce (Sales Cloud/Service Cloud)

Project management

Data analysis

Communication

Cross-functional collaboration

AI fluency

Attention to detail

Tools

Sales Cloud

Service Cloud

Job 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