Partner Operations Specialist

Partner Operations Specialist

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

• Resolves routine, general questions and problems submitted by ServiceNow Partners, with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Own and follow through each partner issue until fully resolved. This means working with other business units and teams on complex questions and problems knowing when to engage more senior staff level when required.
• Requires in-depth knowledge on all ServiceNow Partner Programs. Answers all phone calls, chats and emails related to ServiceNow partner Program, including on-boarding new ServiceNow channel partners, Deal Registration issues and enquiries and helping to achieve partner goals
• Manage service calls that include contacting the partners, diagnosing problems, and resolving with appropriate internal teams to ensure customer success
• Demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations and action plans
• Develops positive working relationship with partners and partner managers
• Provide management with feedback impacting partner programs

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Partner or sales management direct or indirect experience
• Business level of English and Japanese. Proficiency in Korean is a plus
• 5-6 years combined experience in the areas of account management or partner/channel management
• Rich and diverse background of sales and partnership management
• Customer service oriented with strong interpersonal skills and ability to positively interact with fast‐paced business
• Excellent problem resolution skills
• Handles self with highest level of professionalism in all communications
• Highly self-motivated and entrepreneurial
• High energy with the capability to multi‐task in a dynamic, rapidly growing organization.
• Ability to communicate effectively with a wide range of stakeholders, from technical resources to senior partner executives; capacity to challenge the perspective of others or manage difficult conversations when necessary.
• Must have a collaborative working style and must work well in a team environment.
• Preferably having public speaking skill set.