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Channel Operations Analyst

Talkdesk

Talkdesk

IT, Operations
Salt Lake City, UT, USA
Posted on Thursday, May 2, 2024

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

Responsibilities:

  • Act as a business partner to the Managers, Directors, and VP of Strategic Alliances by supporting recurring meetings, data analysis, operational process, and system support.
  • Enforce Rules of Engagement across several channel teams and associated external partners by maintaining SFDC policies, procedures and process documentation.
  • Manage the AWS Marketplace Offers and Listings via Integrations through Tackle.
  • Support the partner portal and integration between systems to ensure that leads are properly routed and managed based on system configuration and processes.
  • Manage the channel lead queue to ensure that leads are quickly reviewed for ROEs and routed based on SFDC territory routing processes.
  • Manage escalations associated with ROE concerns including engaging with channel team members and leaders to provide direction and next steps where an escalation is needed.
  • Manage inbound requests and issues related to the user experience within the partner portal.
  • Assist in managing agreements between TalkDesk and its partners through coordination with Program Managers and Legal.
  • Review and approve requests for new partners via the portal including assigning the partner to the correct channel team member and updating the associated SFDC account.
  • Process reseller orders through SFDC and to billing including validation of sales values and ordered services against each reseller agreement.
  • Provide support in the development and ongoing management of partner communities within SFDC.
  • Provide support in the development and ongoing management of CPQ within SFDC.
  • Engage with Partners for feedback on their experience to identify changes that can improve their experience and provide enablement around our processes.
  • Provide comprehensive operation support including but not limited to channel territory, channel accounts, opportunity & lead management.
  • Work cross-functionally with other business process owners including all of Sales Operations to ensure changes to SFDC and other sales systems are consistent with business needs.
  • Identify and assist in building SFDC processes to support and streamline partner engagement.

Qualifications:

  • 2-5+ years experience working with a SalesForce database - preferably 1+ years experience in a comparable within a SaaS organization
  • Experience managing AWS Marketplace and Tackle Integration preferred
  • 2+ years experience operationally supporting external sales channels
  • Possess a ‘get scrappy and hustle’ mindset
  • Team-minded, eager to learn and grow
  • Bachelor’s degree or equivalent experience
  • SalesForce certification preferred

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.