Partner Operations Analyst
About The Position
The Partner Operations Analyst will support Cisco's MSP partners by resolving technical, sales, account, ordering, and billing inquiries, ensuring timely and accurate issue resolution. This role involves handling a high volume of partner tickets, utilizing research and historical data to identify solutions and enhance the partner support experience. The analyst will lead cross-functional initiatives to improve operational efficiency, develop scalable processes for MSP operations, and manage monthly billing for thousands of partners. Additionally, they will analyze partner demographics, commissions, and system migration data to provide financial insights and key metrics for business decisions and leadership reporting. The role also includes providing guidance to teammates and partners to improve consistency and effectiveness across MSP operations.
Requirements
- 3+ years of experience in partner support, customer support, or issue resolution.
- Experience independently researching and resolving customer issues using historical ticket data.
- Experience identifying and implementing process improvements or operational initiatives, including documenting requirements, defining workflows, and measuring outcomes.
- Experience performing financial analysis and reporting using Microsoft Excel, including pivot tables, VLOOKUP/XLOOKUP, and data modeling with large datasets.
- Experience using CRM systems such as Salesforce to manage partner or customer data, maintain account records, and generate performance reports.
- Experience managing a high-volume workload involving multiple concurrent priorities and changing deadlines.
Nice To Haves
- Experience in partner operations, billing, or tax-related tasks within a SaaS environment.
- Knowledge of the MSP/MSSP route-to-market.
- Proficiency in utilizing ticketing systems (such as Zendesk or ServiceNow) to effectively manage and resolve high volumes of support requests.
- Technical familiarity with industry-standard ERP systems (such as NetSuite or Zuora).
- Technical familiarity with data analysis or BI tools (such as Looker).
- Familiarity with Cisco products or cloud-delivered security solutions.
- Exceptional problem-solving skills to influence customers across various levels.
- Attention to detail with the ability to dissect complex issues, identify root causes, and translate them into actionable solutions.
- Ability to provide high-quality customer support through clear, professional communication.
Responsibilities
- Support Cisco's MSP partners by resolving technical, sales, account, ordering, and billing inquiries.
- Ensure timely and accurate issue resolution for partner tickets.
- Use research and historical data to identify solutions and improve the partner support experience.
- Lead multi-functional initiatives to improve operational efficiency.
- Develop scalable processes to support MSP operations.
- Manage monthly billing processes for thousands of partners.
- Analyze partner demographics, commissions, and system migration data to develop financial insights and key metrics.
- Provide guidance to teammates and partners to improve consistency and effectiveness across MSP operations.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short-term disability coverage
- Long-term disability coverage
- Basic life insurance
- 10 paid holidays per full calendar year
- 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday
- Paid year-end holiday shutdown
- 4 paid days off for personal wellness
- 16 days of paid vacation time per full calendar year (non-exempt employees)
- Flexible vacation time off program (exempt employees)
- 80 hours of sick time off provided on hire date and each January 1st thereafter
- Up to 80 hours of unused sick time carried forward
- Optional 10 paid days per full calendar year to volunteer
- Annual bonuses (for non-sales roles)
- Performance-based incentive pay (for sales roles)
- Grants of Cisco restricted stock units
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
