Partner Support Associate

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.

• 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 to effectively manage partner communications and relationships.
• Maintain and update partner data in CRM and partner management systems to ensure accuracy and completeness.

• 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).
• Proficiency with Microsoft Windows and Office.
• Strong oral and written communication skills demonstrating a professional demeanor and the ability to interact with others with discretion and tact.
• Excellent organizational, multi‑tasking, and time management skills.
• Good collaboration skills when working within a team and with other areas.
• Proficiency in Microsoft Excel.
• Facilitation and project management skills.
• Interpersonal skills; able to maintain solid rapport with team members and others outside the department.
• Data gathering, interviewing, and analytical/problem‑solving skills.
• Critical thinking and problem‑solving skills.
• Original thinking to translate goals into implementation, new ideas, and design solutions.
• Self‑motivated with the ability to manage projects to completion with oversight.
• Thrives in a fast‑paced, deadline‑driven environment.
• Attention to detail.
• Ability to influence, motivate, and mobilize team members and business partners.
• Ability to develop and use engaging, informative, and compelling presentation methodologies.
• Handles sensitive information with discretion and tact.
• Establishes rapport and gains the trust of others; effective at gaining consensus.
• Works independently and in a team environment.
• Knowledge of systems administration.
• Knowledge of Microsoft operating systems and products.
• Up to 20% travel required.

• Associate

• Full‑time

• Other

• Software Development