Business Operations Analyst

Salesforce•Indianapolis, IN

1d•$75,000 - $113,500•Hybrid

About The Position

Salesforce is seeking a dedicated Business Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role is part of a newly relaunched escalated support effort for over 7,500 ISV partners. The position involves rethinking partner management at scale, enabling self-serve options for partners, and acting as the escalation point for complex or high-priority cases. The specialist will drive timely and high-impact solutions, ensuring seamless communication, efficient issue resolution, and a world-class partner experience. The focus is on cases where automated support processes are insufficient, ensuring high-priority ISV partners receive effective operational support for complex challenges. Collaboration with Partner Account Managers and Technical Advisors is key, overseeing escalations related to partner benefits, access, tools, program questions, order and billing support, compliance, and partner off-boarding. The role also involves collaborating with the Scale Operations Escalation Leader to improve the "at scale" approach, helping partners access information efficiently and reducing overall escalation volume.

Requirements

3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.
Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations.
Strong verbal and written communication skills, with an ability to convey technical and operational information clearly to ISV partners.
Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.
Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements.
Familiarity with Salesforce’s platform and ISV ecosystem is preferred, as well as an understanding of order and billing support and compliance requirements.
Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Nice To Haves

Experience with Salesforce CRM and case management tools.
Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model.

Responsibilities

Provide timely, reactive support to address partner escalations within Salesforce’s ISV ecosystem, ensuring critical issues are resolved quickly and effectively.
Manage the case routing, prioritization, and escalations process for ISV support cases, ensuring timely resolution within Salesforce’s Partner Agreement SLAs.
Deliver timely and clear communication to ISV partners on escalated case status, next steps, and resolution timelines.
Serve as the primary point of contact for high-complexity or high-risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal Salesforce teams.
Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners.
Identify opportunities for process improvements within Salesforce’s scale operations to streamline escalated support and improve partner satisfaction.
Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness.
Document best practices and processes in Standard Operating Procedure (SOP) documents.