Channel Operations Analyst

About This Role

This role will support the Strategic Alliances team as a business partner by managing recurring meetings, data analysis, operational processes, and system support. You will enforce rules of engagement, manage channel leads and escalations, and assist in partner agreements.

Responsibilities

• Act as a business partner to Managers, Directors, and VP of Strategic Alliances by supporting recurring meetings, data analysis, operational process, and system support
• Enforce Rules of Engagement across several channel teams and associated external partners by maintaining SFDC policies, procedures and process documentation
• Support the partner portal and integration between systems to ensure that leads are properly routed and managed based on system configuration and processes
• Manage the channel lead queue to ensure that leads are quickly reviewed for ROEs and routed based on SFDC territory routing processes
• Manage escalations associated with ROE concerns including engaging with channel team members and leaders to provide direction and next steps where an escalation is needed
• Manage inbound requests and issues related to the user experience within the partner portal
• Assist in managing agreements between TalkDesk and its partners through coordination with Program Managers and Legal
• Review and approve requests for new partners via the portal including assigning the partner to the correct channel team member and updating the associated SFDC account
• Process reseller orders through SFDC and to billing including validation of sales values and ordered services against each reseller agreement
• Provide support in the development and ongoing management of partner communities and CPQ within SFDC

Requirements

• 2-5+ years experience working with a Salesforce database
• 2+ years experience operationally supporting external sales channels
• Self-starter who can navigate ambiguity and enjoys 'cleaning up the map'
• Team-minded, eager to learn and grow

Qualifications

• Bachelor’s degree or equivalent experience is preferred
• 2-5+ years working with Salesforce database, preferably 1+ years in a comparable role within a SaaS organization; 2+ years operationally supporting external sales channels

Nice to Have

• 1+ years experience in a comparable role within a SaaS organization
• Salesforce certification

Skills

* Required skills

Benefits