Business Operations Analyst
Core
Manage escalated operational support for Salesforce's ecosystem of 7,500+ Independent Software Vendor (ISV) partners, acting as the primary escalation point for complex cases that automated systems cannot resolve.
Role type
Senior Business Operations Specialist (Partner Ecosystem)
Builds
Escalation resolution workflows and partner support processes for the ISV ecosystem
Domain
SaaS / Cloud Computing / Partner Ecosystems
Deliverable
client delivery
Required skills
Escalation management, Case routing and prioritization, Cross-functional collaboration, Process optimization, Reporting and documentation, Problem-solving
Preferred skills
Salesforce CRM proficiency, ISV ecosystem knowledge, Order and billing support experience
Responsibilities
Provide reactive support for high-priority ISV partner escalations; Manage case routing to ensure SLA compliance; Coordinate with Account Managers and Technical Advisors to resolve complex issues; Identify opportunities to improve scale operations and reduce escalation volume; Document best practices in SOPs.
Seniority
Mid-Senior, hands-on IC
