We are seeking a Partner Relationship Management Operations Specialist for a very important client.
Summary
We are seeking a highly motivated and experienced Partner Relationship Management (PRM) Operations Specialist to manage and optimize the operational aspects of the Partner Gateway platform, built on Salesforce Experience Cloud. This role is crucial for ensuring our external partners have a seamless, effective, and secure experience, enabling them to drive mutual business growth. This role will work with cross-functional teams to ensure timely resolution of Partner Sales Support cases and manage a centralized Partner Gateway support mailbox to ensure Partner inquiries are addressed in a timely matter.
Key Responsibilities
Partner Onboarding and Support:
· Manage the onboarding process for new partners, including documentation, training, and integration support.
· Provide second line support to regions in addressing internal and external inquiries and troubleshooting issues promptly, ensuring adherence to to SLAs.
· Collaborate with Business Process Reengineering, Change Management, and regional teams to develop and maintain user guides, training materials, and FAQs to empower partners and internal teams with effective self-service.
· Support data migration efforts needed to onboard/off board partners.
Process Optimization:
· Identify and recommend improvements to enhance partner experience and operational effectiveness, including partner management, onboarding, off boarding, and ongoing support.
· Implement automation and tools to improve efficiency and scalability of partner operations.
Reporting and Analysis:
· Generate regular reports to analyze trends and gain insights.
· Identify opportunities to improve reporting and perform ad-hoc analysis to predict, measure, and interpret business trends.
· Use data-driven approaches to evaluate portal effectiveness and ROI, making recommendations for adjustments as needed.
Content Management:
· Publish Sales Plays and Channel facing content to internal and external audiences and manage version control.
· Create and manage central announcement and event repository and collaborate with regional teams on localization.
· Measure content effectiveness and provide insights to stakeholders.
Required Qualifications
· 2+ years of direct experience with Experience Cloud/Partner Portals (or Community Cloud), including data loader.
· Proven understanding of Salesforce PRM features and best practices.
· Self starter and strong collaborator with the ability to thrive in a global, fast paced, and ambiguous environment.
· Demonstrated problem-solving skills, including working with others to reach sustainable resolutions quickly.
· Skilled project manager with the ability to manage multiple programs simultaneously.
· Strong analytical and problem-solving skills, with a user-centric mindset.
· Excellent written and verbal communication skills.
Preferred Qualifications
· Previous experience working within a Channel Sales, Programs, or Partner Ecosystem organization.
· Experience with collaboration (e.g., Slack, Miro, Quip), presentation, and reporting (e.g., Numbers, Excel, Tableau) tools.
· Familiarity with client devices and software.
Benefits
Full-time employees (working an average of 30 hours or more) are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, a 401(k) retirement savings plan with employer match (available after 1 year of employment), commuter benefits, employee discount and referral programs, and life and supplemental income insurance. Paid sick leave is provided in accordance with applicable state and local laws.
Compensation
Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience, as well as the benefits package you select.
Work Authorization
ATR International, Inc. cannot sponsor work visas (H-1B, F-1 STEM OPT with I-983, or similar). Candidates must have valid U.S. work authorization.
ATR International, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
