Job Location: United States
Job Detail:
Operations Analyst
1. Good communicator
2. Quick learner
3. Customer Facing
4. Understands CRM
1-3 years of experience in operations required.
***, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbess Worlds Most Innovative Company five years in a row and one of Fortunes 100 Best Companies to Work For eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at ***. Together, with our whole Ohana (Hawaiian for family) made up of our employees, customers, partners, and communities, we are working to improve the state of the world.
We are looking for a highly motivated operations professional to support our growing AppExchange Ecosystem in efforts to accelerate and scale the growth of our partner business. The Operations Analyst is an exciting opportunity for a highly motivated team player who enjoys working in a fast-paced, cross-functional team. You will be joining a fast-paced, high-growth organization that is delivering against one of ***s biggest priorities.
In this role, your primary responsibility will include helping our Independent Software Vendors (ISVs) prepare their apps for success in the AppExchange Security Review Process. You will ensure that security review submissions from ISVs are validated, accurate and ready for testing by the Security Assurance Team. You’ll also analyze top issues facing our ISV security review ecosystem, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest partners, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar partner support, you’ll drive reach, satisfaction, and resolution making AppExchange an exceptional marketplace experience for everyone.
Responsibilities:
-Help ISVs understand and use the security tools, resources and documentation available
-Ensure that ISVs submit working, fully configured, end-to-end test environments for the security review by validating credentials, researching offerings, looking at packages, looking at external apps and assessing the documentation
-Interpret security reports and other documentation included in submissions to determine if issues are present and reports are complete
-Interface with ISVs as necessary when items are missing or incomplete to ensure solutions are ready for testing by the *** Security Assurance Team
-Identify, monitor, and analyze operational health metrics to understand pipeline anomalies
-Collaborate with a wide variety of internal stakeholders to constantly ensure partner success
Requirements:
-1-3 years of experience in operations required
-Understanding of complex offerings and integration scenarios for ISV offerings on the AppExchange
-Validated Customer service experience
-Communication and presentation skills, both written and verbal
-Solid analytical and organizational skills
-Demonstrated passion for excellence with respect to treating and caring for clients; maintains a level head and is able to handle stressful situations, complaints and unpleasant clients in a professional manner
-A pleasant, patient and positive attitude
-Ability to work in a fast-paced, team environment; willing to address complex problems with minimal direction
-Comfortable learning new technologies and skills
-BS/BA degree preferred
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