Partner Operations Specialist

Summary

Join ServiceNow as a Channel Sales Support Specialist and coordinate between accounts receivable, sales, and sales operations teams to track and recover unpaid balances. You will own purchase order support for channel sales, resolving routine questions and problems submitted by ServiceNow partners. This role requires in-depth knowledge of ServiceNow Partner Programs, managing service calls, and developing positive working relationships with partners. You will provide management with feedback impacting partner programs and demonstrate the ability to think strategically about complex issues. The position requires excellent communication and interpersonal skills, along with 5-8 years of relevant experience.

Requirements

• Excellent communication and interpersonal skills including the ability to interact, communicate and build relationships with senior leadership
• 5-8 years combined experience in the areas of account management support or partner/channel management or sales customer services for an enterprise company
• Customer service oriented with strong interpersonal skills and the ability to positively interact with fast‐paced business
• Ability to generate reports and translate data into meaningful insights for leadership
• Comfortable working with senior leadership on back office and administrative issues
• Able to communicate clearly in English and comfortable speaking directly with our partners when resolving cases

Responsibilities

• Coordinates between accounts receivable, sales, and sales ops teams to help track and recover unpaid balances and to help sales clear delinquent accounts
• Owns purchase order support for channel sales to include coordination with sales, submission of requests and general reporting updates
• Role will grow to include additional shared services support for channel sales
• Resolves routine, general questions and problems submitted by ServiceNow Partners, with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Own and follow through each partner issue until fully resolved. This means working with other business units and teams on complex questions and problems knowing when to engage more senior staff level when required
• Requires in-depth knowledge on all ServiceNow Partner Programs. Answers all phone calls, chats and emails related to ServiceNow partner Program, including on-boarding new ServiceNow channel partners, Deal Registration issues and enquiries and helping to achieve partner goals
• Manage service calls that include contacting the partners, diagnosing problems, and resolving with appropriate internal teams to ensure customer success
• Demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations and action plans
• Partner or sales management direct or indirect experience
• Develops positive working relationship with partners and partner managers
• Provide management with feedback impacting partner programs