Talkdesk is hiring a

Channel Operations Analyst

Remote

At Talkdesk, we are disruptive risk-takers don't have a traditional way of doing things and will do whatever it takes to build a product that improves customer experiences. Join the adventure and grow with us. With $268 million in funding and more than 1,800 customers, we’re revolutionizing the industry of contact centers. Join a hyper-growth company that's innovative, bold, and ambitious. Be a part of the future of technology and make an impact on an evolving industry. If you're a self-starter and hungry to learn, apply now and enjoy the ride.

Responsibilities:

  • Act as a business partner to our Manager of Channel Operations, SVP and VP’s of Channel and Alliances by supporting recurring meetings, data analysis, operational process and sales support
  • Enforce Rules of Engagement across several channel teams and associated external partners by maintaining SFDC policies, procedures and process documentation
  • Support the partner portal and integration to SFDC 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. The goal will be to keep the queue to near zero and an SLA of 4 business hours or less for lead review.
  • Manage escalations associated to 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.
  • 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. 
  • 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 to business needs.
  • Identify and assist in building SFDC processes to support and streamline partner engagement.

Requirements:

  • 2-5+ years experience working with a SalesForce database - preferably 1+ years experience in a comparable within a SaaS organization
  • Highly organized
  • 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

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.