Role: Partner Portal Support Specialist
Location: Reading, UK (Hybrid)
Contract: 12 months
This role serves as a first line of support and point of contact for partners accessing the new partner portal. Primary objectives include managing and resolving incoming inquiries and driving an optimal partner experience. Responsibilities include troubleshooting and responding to inquiries from partners wishing to gain access to the partner portal and include onboarding, persona provisioning, and facilitating demo trial orders.
What the role offers
- Be a brand ambassador for our client to their partners
- First line of support and effective triage for incoming partner requests and troubleshooting
- Partner Portal Administration
- Partner Onboarding and provisioning
- Trial and Demo order processing
- Case management
Partner Portal Support
- Partner portal onboarding, provisioning, profile enablement, partner contact persona administration, login credential setup and triage, demo and trial order processing
- Point of contact and triage for external partner portal inquiries
- Point of contact for Trial and Demo license support inquiries
- Trial and Demo Order processing to ensure partners can successfully demonstrate our client's product
- Following and tracking Trial and Demo orders to completion by working with cross functional teams (deal desk, billings, fulfilment)
- Support partner demo environment systems provisioning
- Partner inquiry inbox management; ensuring adherence to standard SLA responses time for optimal partner experience
- Contribute to ensuring all governance standards are met through following and contributing to all documented processes, procedures and best practices, ensuring all required reviews, approvals and processes are met
What it takes
- Post-secondary degree in Business, Communications, Technology or related field
- Client-centric; Partner-first mindset
- Strong work ethic, problem-solving, and communication skills (both written and verbal)
- Attention to detail coupled with ability to manage and prioritize a number of initiatives and deliverables concurrently
- Comfortable working in a fast-paced, changing environment
- Willing and inquisitive learner
- Experience with Salesforce, SAP, ServiceNow, preferred
