Business Support Analyst (Partner Central)

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Business Support Analyst (Partner Central)

Job Summary

The Business Support Analyst (Partner Central) will manage and maintain the Partner portal on Salesforce.com Community Cloud software, where partners log in centrally to register deals, complete training, and access key product and program information.

Responsibilities

Own and manage the operational support and business administrative maintenance of the Partner Portal on Salesforce.com Community Cloud and Sales Cloud

Maintain standard operational procedures and processes around operational support and admin activities such as: content and asset management, partner program applications, partner directory, and user setup

Engage and work effectively with Internal stakeholders (such as Partner Programs, Partner Marketing, Channel Operations) for requests and changes required for Partner portal – such as changes to content on pages, uploading images, updating documents, announcements, etc.

Work closely with support staff/advisor to trouble shoot issues, cases coming in from Internal Equinix stakeholders/External Partners and proactively resolve them within SLA/SLO, while keeping Customer satisfaction and service top of mind

Drive resolution of system changes with IT when system issues arise

Maintain all documentation/FAQs around standard operational procedures/processes/protocols and administrative activities

Manage key reports and dashboards around operational KPIs (for QBRs, Monthly Usage Metrics, etc). Guide support team on how to generate operational reports

Manage the overall language translation process for updating of strings, text, etc. to 5 languages by working with translation vendor, internal reviewers

Perform support assistance for special projects and initiatives that involve assistance around user acceptance testing, regression testing, and post-go live support

Maintain regression testing test cases and perform regression testing scenarios when system changes occur

Ability to backup all support activities as needed. Escalates internally or obtains management approvals for any process variance or changes in standard operational procedures

Qualifications

At least 3 years relevant professional experience, Bachelors degree or higher, with technical experience preferred

Experience with sales processes ranging from lead, deal/oppty management, partner training and enablement, and quote to cash processes

Analytical mindset with drive/desire to improve the Partner portal experience in “product owner” mindset

Unwavering Customer success mentality that contributes to Partner’s perception of Equinix’s customer support and trusted partner for internal stakeholders. Ability to troubleshoot issues and assess business criticality/impact when cases/inquiries arise

Excellent verbal and written communication skills and ability to interact effectively with internal and external Partners

Savvy with online tools and quickness to adopt new processes, tools, systems. Desired experience in JIRA, ServiceNow, HTML as well

Experience (desirable) in Agile methodology for system enhancements, process support, generating data/metrics, and systems support

Experience (desirable) in Salesforce.com Sales Cloud, Community Cloud or comparable CRM systems or Customer/Partner Portals

Experience (desirable) working with external Partner or Customers in a technology environment, dealing with tools/systems

Excellent MS Office skills (Word, Excel.)

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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