Business Operations Analyst

Overview

Global Technology Partnerships (GTP) is seeking a dedicated Business Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for our ecosystem of 7,500+ ISV partners. It involves rethinking the way we manage partners at scale, unlocking self‑serve for partners, and acting as the escalation point for complex or high‑priority cases.

You will drive timely, high‑impact solutions for our partners, ensuring seamless communication, efficient issue resolution, and a world‑class partner experience.

In this role you will focus on cases where automated support processes cannot resolve issues, ensuring that our highest priority ISV partners receive timely and effective operational support for complex challenges. Working closely with Partner Account Managers and Technical Advisors, you will oversee escalations related to partner needs such as benefit offerings, access and tools, program questions, order and billing support, compliance initiatives, and partner off‑boarding.

You will also collaborate with the Scale Operations Escalation Leader to continually improve our “at scale” approach, reducing escalation volume across the ISV team.

• Provide timely, reactive support to address partner escalations within Salesforce’s ISV ecosystem.
• Manage the case routing, prioritization, and escalation process for ISV support cases, ensuring timely resolution within Partner Agreement SLAs.
• Deliver clear communication to ISV partners on escalated case status, next steps, and resolution timelines.
• Serve as the primary point of contact for high‑complexity or high‑risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal teams.
• Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions.
• Identify opportunities for process improvements within Salesforce’s scale operations to streamline escalated support and improve partner satisfaction.
• Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyse escalation trends and solution effectiveness; document best practices and processes in SOP documents.

• 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment.
• Demonstrated ability to analyze, creatively problem‑solve, and resolve complex partner escalations.
• Strong verbal and written communication skills, able to convey technical and operational information clearly to ISV partners.
• Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively.
• Ability to thrive in a fast‑paced environment and adapt to changing partner needs and business requirements.
• Familiarity with Salesforce’s platform and ISV ecosystem preferred, as well as understanding of order and billing support and compliance requirements.
• Degree or equivalent confirmed experience required. Experience will be evaluated on core proficiencies such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.

• Experience with Salesforce CRM and case management tools.
• Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner‑centric model.