Scale Operations Analyst - Global Technology Partnerships (GTP)
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About The Position
Salesforce is seeking a dedicated Scale Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for our ecosystem of 7,500+ ISV partners. The specialist will rethink the way we manage partners at-scale, find ways to unlock "self-serve" for partners, and act as the escalation point for complex or high-priority cases. The main focus will be on cases where automated support processes cannot resolve issues, ensuring that our highest priority ISV partners receive timely and effective operational support for complex challenges. The role involves collaboration with Partner Account Managers and Technical Advisors to oversee escalations related to partner needs, such as partner benefit offerings, partner access and tools, program questions, order and billing support, compliance initiatives, and partner off-boarding. The specialist will also collaborate with the Scale Operations Escalation Leader to drive improvements to our "at scale" approach, continually finding ways to get partners the information they need when they need it, and ultimately driving down escalation volume across the ISV team.
