Channel Operations Support Specialist

Channel Operations Support Specialist

We are seeking a forward-thinking, enthusiastic, and experienced analyst for the Ecosystem Operations team who will support the channel partner ecosystem. You will be responsible for supporting both internal channel teams and external partners by responding to and managing inbound requests and inquiries relating to the Nextwave partner program. These requests will be wide ranging and relate to the various components of the partner program and may include channel business process support, training and enablement, master data management, exception process handling, or generally providing information to partners and internal stakeholders regarding the partner program.

Your impact includes providing broad based operational support to our NextWave partner program, particularly by responding to inbound requests from channel partners and internal partner ecosystem stakeholders. Examples of inbound requests may involve the following business processes:

• Granting, validating, and troubleshooting access to the partner portal
• Ensuring accurate partner program compliance data
• Deal Registration exception process handling
• Partner Locator (SFDC based tool) data updates and troubleshooting
• Partner applications and onboarding

Additionally, you will act as liaison for the Global Ecosystem Operations team with cross functional teams such as Finance, theater Sales Ops, Data Governance, and IT. You will lead and support the defining, implementation, and enablement of business process improvements. You will initiate and establish strong trusted partnerships with key stakeholders at all levels in the organization to ensure alignment and ongoing effectiveness. You will assist with tool maintenance and data clean-up projects (SFDC hygiene, etc.) and document processes and procedures on an ongoing basis.

Your experience should include relevant 4+ years experience managing, investigating, resolving high volume cases using an email based ticketing system or something similar. You should have strong customer service skills and attention to detail. You should be an effective communicator that can get participants passionate about topics being presented with solid verbal, written, and presentation skills for all levels in the organization. You should have experience collaborating with cross-functional teams and experience with G-suite (Sheets, Docs, Slides), ServiceNow, and SFDC (sales hygiene, reporting, maintenance), data governance / data hygiene activities. You should have demonstrated experience taking ownership of a business domain or managing a business process and being accountable to stakeholders.