Partner Support Associate
IT-Rome
Hyland Software
Req #: 13036
Type: Regular Full Time
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Overview: The Partner Support Associate 2 provides responsive knowledgeable and proactive support to our global partners ensuring they have the tools resources and guidance needed to effectively sell deploy and support the company's SaaS solutions. This position collaborates cross-functionally with internal stakeholders to deliver on partner experience. Responsibilities: * Serve as the first point of contact for partner inquiries providing timely and accurate responses. * Manage and track partner cases in support systems ensuring issues are resolved within established timelines. * Collaborate with internal teams (Sales Ops Finance Legal Marketing Enablement) to resolve partner-related challenges such as deal registration commissions training access and certification tracking. * Identify trends in partner feedback to recommend process improvements and enhance the partner experience. * Contribute to the creation and maintenance of partner FAQs knowledge base articles and process documentation. * Support quarterly partner reviews and reporting by collecting and validating data on partner performance and engagement metrics. * Provide support to PBM and TSM teams in order to effectively manage partner communications and relationships. * Maintain and update partner data in CRM and partner management systems to ensure accuracy and completeness. Qualifications: * Bachelor's degree or equivalent experience * 1-3 years of experience in partner support sales operations customer support or a related role (preferably in a SaaS or technology environment). * Microsoft Windows and Office proficient * Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact * Good organizational multi-tasking and time management skills * Good collaboration skills applied successfully within team as well as with other areas * Good Microsoft Excel skills * Good facilitation and project management skill * Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department * Good data gathering interviewing and analytical/problem solving skills * Good critical thinking and problem solving skills * Ability to use original thinking to translate goals into the implementation new ideas and design solutions * Self-motivated with the ability to manage projects to completion with oversight * Able to thrive in a fast paced deadline driven environment * Good attention to detail * Demonstrated ability to influence motivate and mobilize team members and business partners * Good ability to develop and use engaging informative and compelling presentation methodologies * Good ability to handle sensitive information with discretion and tact * Good ability to establish rapport and gain the trust of others; effective at gaining consensus * Ability to work independently and in a team environment * Good knowledge of systems administration * Good knowledge of Microsoft Operating systems and products * Up to 20% travel time required
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