Partner Support Analyst

Salesforce•Indianapolis, IN

About The Position

Partner Support Operations Analysts serve as subject matter experts in Partner Operations and are cross-trained in technical, licensing, Order Management, and Provisioning processes. They use that expertise to resolve partner business problems quickly, assess territories and accounts from a portfolio perspective, and recommend improvements to partner operational health. They own the Partner Operations Support experience for partners and meet case-resolution service-level agreements in accordance with worldwide Sales Operations and compliance policies. Alongside standard support work, the role optimizes business processes, builds and monitors reports and dashboards, handles internal customer requests, contributes to special projects, and trains new employees. It requires extensive coordination with groups including Deal Desk, Alliances, Sales Operations, ISV Sales, Sales Crediting, Partner Premier Support, Partner Technical Support, and Credit & Collections. Analysts develop familiarity with the broader platform, Partner Community, Service Cloud, and Salesforce licensing technologies, and recommend improvements to support systems and processes. The role calls for analytical, service-oriented communication; independent work with urgency; attention to detail; problem-solving and decision-making; and effectiveness in a dynamic, fast-paced environment.

Requirements

3–5 years of experience in Revenue Operations, Deal Operations, Business Operations, Order Management/Support, or a related analytical or systems role; ideally in a SaaS or technology company.
Experience with the Salesforce application or platform, including Sales Cloud and Service Cloud, or familiarity with similar enterprise platforms.
Strong project management instincts, including the ability to scope work, track competing priorities, and drive cross-functional decisions to closure.
Analytical and detail-oriented, with the ability to work precisely through complex business logic, data mappings, and system requirements.
Clear communication skills and the ability to explain technical and operational complexity in plain language to diverse audiences.
Collaborative approach, high emotional intelligence, and ability to build trust across stakeholders with varied roles and personalities.
Ability to work autonomously, proactively surface risks, and act with urgency.
Inquisitive, questioning mindset and close attention to detail.
AI fluency and comfort using AI tools, such as Agentforce or generative AI assistants, to streamline case resolution, reporting, and process improvement.

Nice To Haves

Experience in channel sales, partner programs, or marketplace ecosystems.

Responsibilities

Route case ownership and manage the timeliness of cases assigned and processed through daily case triage.
Drive data quality and accuracy on support cases by managing GAA and FA fill rates.
Manage and resolve business problems within SLA for external partners and customers in the assigned territory on cases received through the Partner Community.
Manage and apply support communication templates to ensure consistent messaging to partners and customers.
Build and manage reporting, analytics, and dashboards related to the partner support experience.
Act as a subject matter expert for internal customer questions about processes, policies, and applications.
Share best practices with team members to improve support quality and efficiency.
Create and manage knowledge articles that provide self-service support for internal and external customers.
Recommend innovations to improve existing systems, workflows, and procedures.
Build strong relationships and act as a liaison with Sales, Renewals, Collections, Adjustments, Compensation, Revenue Recognition, Legal, and other internal business partners as appropriate.
Manage quality assurance initiatives related to Order Management and support work.
Support audit and compliance readiness, including participating in testing cycles that ensure financial controls remain intact.
Optimize business processes, handle internal customer requests, contribute to special projects, and train new employees.