Business Operations Analyst
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Job Description
Business Operations Analyst managing complex ISV partner escalations for Salesforce's AI CRM ecosystem. Coordinating case resolution, partner communications, reporting, and support process improvements.
Responsibilities:
- Provide timely, reactive support for partner escalations within Salesforce's ISV ecosystem
- Manage case routing, prioritization, and escalations for ISV support cases within Partner Agreement SLAs
- Communicate case status, next steps, and resolution timelines to ISV partners
- Serve as the primary contact for high-complexity or high-risk ISV partner escalations
- Coordinate with Partner Account Managers and internal Salesforce teams
- Collaborate with Product, Technical Advisors, Legal, and Support teams
- Identify process improvements to streamline escalated support and improve partner satisfaction
- Maintain records of partner interactions, case details, and resolution steps
- Generate reports analyzing escalation trends and solution effectiveness
- Document best practices and processes in Standard Operating Procedure documents
Requirements:
- 3+ years in customer service, partner operations, or escalated support functions
- Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations
- Strong verbal and written communication skills
- Ability to convey technical and operational information clearly to ISV partners
- Proven ability to collaborate across departments and work closely with Partner Account Managers
- Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements
- Familiarity with Salesforce's platform and ISV ecosystem preferred
- Understanding of order and billing support and compliance requirements
- Degree or equivalent confirmed experience required
- Experience will be evaluated based on core proficiencies, including extracurricular leadership roles, military experience, volunteer roles, and work experience
- Experience with Salesforce CRM and case management tools preferred
- Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model preferred
Benefits:
- Time off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k)
- Employee stock purchasing program
- Certain roles may be eligible for incentive compensation, equity, and benefits
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