1 hour

Partner Operations Analyst

Five9, Inc.
San Ramon, CA 94583


Partner Operations Analyst


 


Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.



 


Seeking a talented, hard-working, and experienced member to support our Partner Program Management team. Our team is responsible for the programmatic support of Reseller and Master Agent partners throughout their partnership lifecycle: from enrollment and on-boarding, to accessing benefits and setting up their business. The right candidate will be driven to succeed among the demands of a fast paced, high growth and dynamic environment and enthusiastic about the daily challenges. This candidate will provide regular communication to both internal (employees) and external (partner) stakeholders, efficiently manage requests from our Partner Community, manage internal knowledge documents / Knowledge Base articles, and serve as a subject matter expert in one or more program support areas of focus. The ideal partner program operations specialist is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, can learn new technologies quickly and manage their time efficiently. Serve as both a technical and business matter expert with a commitment to bringing resolution to issues raised by our partner community or internal stakeholders.


 


Key Responsibilities:



  • Triage and respond to process & policy questions and effectively communicate requirements to all stakeholders (including partners).

  • Ensure all partner program service request cases have been properly documented and categorized in accordance to Partner Operations processes, escalated to the appropriate approval level, and resolved within service level agreements (SLAs).

  • Update internal records frequently to convey current progress to support sales and our partner community.

  • Work independently on assignments and escalations that are diverse in scope, requiring seasoned judgment in resolving issues or in making recommendations.

  • Partner Portal support to include templates and knowledge articles for common issues and resolution.

  • Share best practices with and provide cross training for peers, team members and outside business units to enhance the quality and efficiency of the partner program support.

  • Collaborate cross-functionally, and with management, to solve operational / program challenges that impact partner success.

  • Review dashboards and metrics on a global scale to help analyze partner programs, support case volume with the goal of driving operational program/process improvement.

  • Partner price book management for  software/SaaS model - Maintains and cleans up price book data; ensures regular upkeep of item level information

  • Weekly/Monthly/Quarterly reporting - Analyzes data to spot anomalies and potential problems



Key Skills:



  • Bachelor degree required and 3 to 5+ years sales/partner operations support experience

  • Attention to detail - Effective organizational and time management abilities 

  • Works well in a team environment

  • The ability to maintain a professional attitude even under stressful situations 

  • Advanced MS Excel skills

  • BI experience (DOMO)

  • Familiarity with common office software and Salesforce.com experience

  • Comfortable with technology and an emphasis on implementing automation into daily processes

  • Strong written and verbal skills with emphasis on explaining technical products to non-technical audiences

  • Experience collaborating with different individuals across the organization and within other geographies domestically and globally to produce results, with a "roll-up the sleeves" attitude

  • Demonstrated participation in process improvement initiatives and/or project management experience



 



Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.


 


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Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.


Categories

Posted: 2020-11-25 Expires: 2020-12-25

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Partner Operations Analyst

Five9, Inc.
San Ramon, CA 94583

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