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
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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