Partner Support Specialist

Job Description

Why will you enjoy this new opportunity?

The Partner Operations support team is part of the Sales operations team. This team enables partner, reseller and Cloud Service Providers teams to deliver on transformative outcomes by supporting them through best-in-class operational execution.

We are looking for Partner support Specialist in our Partner operations support team and will be responsible for managing stakeholder’s (Partners, Distributors, Program Owners) requests & expectations when it comes to L1 and L 2 support for partner organization.

When youre working for a company that shares your values, its easier to enjoy what you do. At Omnissa we unite under a core set of Values. Each day you will be challenged to bring curiosity, diversity, and an eagerness to collaborate toward bold ideas across all aspects of our business. We do it with a spirit of inclusion and trust acting as One Omnissa’ to help our customers win.

Success in the Role: What are the performance outcomes over the first 0-6 months you will work toward completing?

Within 30 days of employment, you will be able to understand the Omnissa Operational standard procedures, team ongoing projects and initiatives and get familiar with all line of business supported by global partners. In this role, you will play a crucial part in supporting the processes pertaining to partner connect , Advantage plus and Managed Service Provider programs. You will be working closely with the program team, partner sales, partners & distributors and downstream operational teams.

Within 90 days of employment, you will be supporting business through your learning where you will be providing your process advice, resolve the issues and proactively address partner queries through calls and chat support as per program/process guidelines ensuring partner satisfaction as topmost priority.

Within 180 days of employment, you will be driving process improvements and initiate process excellence by providing suggestions on overall operations processes and scope of eradicating unnecessary cycles

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Process requests in SFDC that caters to partner requirements/concerns with highest quality maintaining the SLA’s
• Handling priorities /escalations without dependency 
• Work cross-functionally with other teams for resolving issues
• Involve in simple & medium transactional processing activities
• Act as the Subject Matter Expert (SME) /Be a POC for all critical decision making on Partner support processes /implementation of new processes/changes to the existing processes/M&As 
• Participate actively /drive steady improvements and automation of current processes/systems/procedures with a focus to drive operational efficiencies
• Must be ready to take calls / support chats to provide quality resolutions to our customers/partners
• Handle end-to-end case management/P0 management /identify potential escalations & address it on timely manner 
• Willingness to support PST hours on a rotational basis (10PM-7AM) IST
• Proactive measures to avoid escalations
• Create and participate in creating documentation
• Perform other ad hoc tasks as per business requirements and managements request
• Willing to work in shifts
  
  

Skillset Required To Perform The Activity

• Customer service experience
• Excellent communication skills (verbal and written)
• Familiar with Salesforce
• Prioritization skills
• Analytical skills
  
  

What is the leadership like for this role? What is the structure and culture of the team like?

This role will report into the Manager, Debarun Banerjee, who believes in a ‘forward together’ approach and liaises with senior leadership and sales teams within the organisation to drive consistent and scalable framework and governance to enable business operations, sales operations and sales teams to deliver best in class services.

Where is this role located?

Hybrid: The role is considered Hybrid and will be a mix of working from a local Omnissa office and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable non-daily commute of the office.

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