The Channel Operations team supports channel and alliance partners. We have oversight into and are accountable for the operational readiness of quote to order capabilities, the user experience, and systems, tools, and processes necessary for our partners and internal teams. We also provide data insights to our internal business stakeholders driving and supporting strategic decisions. The Carrier Orders Specialist’s scope will be across the various operational components for our Carrier partners supporting general run-the-business activities within Lead to Cash.
Channel Operations team primary point of contact for the Carrier orders
Subject matter expert on all aspects of Carrier operations processes
Daily activities will include triage Carrier non-technical inquiries, handle API order fallouts (manual intervention), non-standard pricing and SOF approval flows
Provide ongoing ordering support
Support month-end and quarter-end close activities, with ability to work non-standard hours
Support Carrier order management and deal registration issues
Respond to Zendesk tickets from our Carrier partners
Respond to Carrier related ServiceNow tickets from internal teams
Support ad-hoc assignments as required
3+ years’ experience working with global Telco or Carrier channel partners, preferably in Partner Operations or Sales Operations roles
Knowledge of the complexities of this route-to-market within the SaaS and/or Software industry
Demonstrated ability to operate effectively in a rapidly scaling, dynamic environment, being able to manage multiple stakeholders and groups simultaneously
Familiar with the business operational processes within Quote to Cash (Q2C).
Understand sales processes well enough to provide a quality assurance check of program automation system deliverables
Experienced in task prioritization, workload and escalation management
Excellent communication skills, both verbal and written, and tactful diplomacy
Positive attitude and problem solving mindset
Experience with Salesforce.com, Zuora, Zendesk, ServiceNow, and Google Suite a plus
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