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

Operations

Job Details

About Salesforce

We’re 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 — 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 – you’ve 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’t 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

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce 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.