Channel Operations Analyst
Application managed by InterviewHR
Talkdesk is seeking a Channel Operations Analyst to join the Revenue Operations & Enablement team in Salt Lake City. In this role, you will act as a critical business partner to managers, directors, and VPs of Strategic Alliances, supporting recurring meetings, data analysis, operational processes, and system support. You will enforce Rules of Engagement across channel teams, manage the partner portal, handle lead routing, and process reseller orders through Salesforce, while collaborating with external partners to ensure smooth operations and continuous improvement. You will be responsible for managing escalations, maintaining SFDC policies and procedures, developing partner communities, and providing comprehensive operational support across channel territories, accounts, and opportunity management. This position requires strong cross-functional collaboration with Sales Operations and other business process owners to ensure Salesforce and related sales systems align with business needs. The ideal candidate is a self-starter who thrives in ambiguous environments, enjoys process optimization, and is eager to grow within a fast-paced SaaS environment.
Responsibilities
- Act as a business partner to Managers, Directors, and VP of Strategic Alliances by supporting recurring meetings, data analysis, operational processes, and system support
- Enforce Rules of Engagement across channel teams and external partners by maintaining SFDC policies, procedures, and process documentation
- Support the partner portal and system integrations to ensure leads are properly routed and managed based on system configuration
- Manage the channel lead queue to ensure leads are quickly reviewed for ROEs and routed based on SFDC territory routing processes
- Manage escalations related to ROE concerns by engaging with channel team members and leaders
- Manage inbound requests and issues related to user experience within the partner portal
- Assist in managing agreements between Talkdesk and partners through coordination with Program Managers and Legal
- Review and approve requests for new partners via the portal and update associated SFDC accounts
- Process reseller orders through SFDC to billing with validation of sales values and ordered services
- Provide support in development and management of partner communities within SFDC
- Provide support in development and management of CPQ within SFDC
- Engage with partners for feedback to identify improvements and provide enablement
- Provide comprehensive operational support including channel territory, accounts, and opportunity management
- Work cross-functionally with Sales Operations to ensure SFDC changes align with business needs
- Identify and build SFDC processes to support and streamline partner engagement
Skills
Benefits
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off
- 14 paid holidays per year
- Equity and bonus/commission opportunities based on level and role
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