This role serves as a first line of support and point of contact for partners accessing the new partner portal.
Primary objectives include managing and resolving incoming inquiries and driving an optimal partner experience.
Responsibilities include troubleshooting and responding to inquiries from partners wishing to gain access to the partner portal, and includes onboarding, persona provisioning and facilitating demo trial orders.
What The Role Offers
First line of support and effective triage for incoming partner requests and troubleshooting
Partner Portal Administration
Partner Onboarding and provisioning
Trial and Demo order processing
Case management
Job Description
The following is an overview of the Partner Portal Support Specialist
Partner Portal Support
Partner portal onboarding, provisioning, profile enablement, partner contact persona administration, login credential setup and triage, demo and trial order processing
Point of contact and triage for external partner portal inquiries.
Point of contact for Trial and Demo license support inquiries
Trial and Demo Order processing to ensure partners can successfully demonstrate product
Following and tracking Trial and Demo orders to completion by working with cross functional teams (deal desk, billings, fulfilment)
Partner inquiry inbox management; ensuring adherence to standard SLA responses time for optimal partner experience
Contribute to ensuring all governance standards are met through following and contributing to all documented processes, procedures and best practices, ensuring all required reviews, approvals and processes are met.
What it takes
Post secondary degree in Business, Communications, Technology or related field
Strong work ethic, problem solving and communication skills (both written and verbal)
Attention to detail coupled with ability to manage and prioritize a number of initiatives and deliverables concurrently
Comfortable working in a fast-paced, changing environment
Willing and inquisitive learner
Experience with Salesforce, SAP, ServiceNow, preferred
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