Job Description

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Job Category Operations

Job Details

About Salesforce

We\xe2\x80\x99re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too \xe2\x80\x94 driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good \xe2\x80\x93 you\xe2\x80\x99ve come to the right place.

Partner Program Operations is an exciting opportunity for a highly motivated team player who enjoys working in a fast-paced, cross-functional team. Primary responsibilities include helping partners gain access to our Partner Community and prepare listings for success in the AppExchange publishing process. The Partner Program Operations role will respond to a variety of other technical and operational requests from partners (provisioning features, troubleshooting AppExchange publishing issues, maintaining Salesforce certifications, etc.). Suitable candidates will have experience working in technical and operational support roles in high-tech organizations. The best candidates will be fast learners who can quickly pick up details and have experience in Customer Service or Partner Support roles.

Responsibilities:

Solve high complexity cases as T3 Support and provide White Glove Support to partners.

Support T2 agents with case requests related to the Salesforce Partner Community, AppExchange and our Partner Program processes

Proficiency in license and feature provisioning tools

Provide partners option of phone support

Further clarify or test multiple solutions reducing back & forth communications via case and delaying time to resolve (TTR)

Any outstanding bugs/known issues that aren\xe2\x80\x99t being prioritized by team (for good business reasons) needs potential engagement with Product teams to clarify perceived impact

Root cause analysis of case triaging mistakes / provide enablement or documentation for Tier 1 & tier 2 offshore team

Partner reports issue as business critical / impacting ACV, provide white glove to get to actual impact (partner perception vs product owner)

May facilitate a call with Partners and engineers in cases where cross functional assistance is needed in real time.

Build reports and dashboards to monitor and track support insights and trends.

Surface trends and insights immediately and effectively communicate the related data and context of the situation.

Lead Enterprise Operations (EOPs) and Business Technology (BT) investigations ensuring we are consistently pushing for action or effectively communicating with all involved parties the reasons for any delay or de-prioritization.

Use and maintain Known Issues to document and track updates and work around.

Work with cross functional partner support teams to troubleshoot critical issues and conduct root cause analysis

Handle Partner Concerns daily by monitoring support dashboards closely

Consistently meet KPI & Quality Targets (including, but not limited to Number of Cases Closed, CSAT, Average Days to Close etc.) and meet all timelines & deadlines outlined in your V2MOM

Participate in content refresh cycles and initiate content requests where documentation/knowledge articles are missing or need to be updated based on your findings.

Requirements:

Self Starter who is highly motivated, takes initiative and can handle day to day without direct supervision.

Fast learner who can get up to speed quickly

Experience in technical and operational support roles and high-tech organizations

Willing & able to go above and beyond to find answers and provide a resolution

Proven analytical and organizational skills

Team player who can put the team before self.

Highly collaborative with cross functional stakeholders

Excellent communications skills in order to communicate consistently and effectively across all teams with ability to communicate clearly and professionally, both verbally and in writing

Ability to be humble and accountable.

Ability to present complex information in a concise manner

Proven passion for excellence with respect to treating and caring for clients; maintains a level head and is able to handle stressful situations, complaints and challenging clients in a professional manner

A pleasant, patient and friendly demeanor

Ability to multi-task, prioritize and be diligent

Call or Contact Center experience an advantage

Partner facing experience

BS/BA degree preferred or equivalent experience

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at .

is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .

\xef\xbb\xbfSalesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $76,700 to $105,500.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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