Description

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Job Category
Operations

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Global Technology Partnerships (GTP) is seeking a dedicated Business Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for our ecosystem of 7,500+ Independent Software Vendor (ISV) partners. This involves rethinking the way we manage partners at-scale, finding ways to unlock "self-serve" for partners, and ultimately acting as the escalation point for complex or high priority cases. As the main escalation point, you will drive timely and high-impact solutions for our partners, ensuring seamless communication, efficient issue resolution, and a world-class partner experience.

In this role, you will be primarily focused on cases where automated support processes cannot resolve issues, ensuring that our highest priority ISV partners receive timely and effective operational support for complex challenges. Working in close collaboration with Partner Account Managers and Technical Advisors, you will oversee escalations related to partner needs, such as: partner benefit offerings, partner access and tools, program questions, order and billing support, compliance initiatives and partner off-boarding. You will also collaborate with the Scale Operations Escalation Leader to drive improvements to our "at scale" approach, continually finding ways to get partners the information they need when they need it, and ultimately driving down escalation volume across the ISV team.
Key Responsibilities

• Reactive Ecosystem Support: Provide timely, reactive support to address partner escalations within Salesforce's ISV ecosystem, ensuring critical issues are resolved quickly and effectively.
• Case Routing & Coordination: Manage the case routing, prioritization, and escalations process for ISV support cases, ensuring timely resolution within Salesforce's Partner Agreement SLAs.
• Operational Support & Communication: Deliver timely and clear communication to ISV partners on escalated case status, next steps, and resolution timelines.
• Escalation & Resolution Management: Serve as the primary point of contact for high-complexity or high-risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal Salesforce teams.
• Cross-Team Collaboration & Solution Seeking: Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners.
• Process Optimization: Identify opportunities for process improvements within Salesforce's scale operations to streamline escalated support and improve partner satisfaction.
• Reporting & Documentation: Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness. Document best practices and processes in Standard Operating Procedure (SOP) documents.

Required Experience

• Experience: 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.
• Problem-Solving Skills: Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations.
• Communication Skills: Strong verbal and written communication skills, with an ability to convey technical and operational information clearly to ISV partners.
• Collaboration & Relationship Building: Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing partner needs and business requirements.
• Technical Acumen: Familiarity with Salesforce's platform and ISV ecosystem is preferred, as well as an understanding of order and billing support and compliance requirements.
• Education: Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Preferred Skills

• Experience with Salesforce CRM and case management tools.
• Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $75,000 - $113,500 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
Requisition #: JR343010

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