[Hiring] Partner Operations Analyst @Cisco

Role Description

As a Partner Operations & Support Analyst , you will support Cisco’s MSP partners by:

• Resolving technical, sales, account, ordering, and billing inquiries.
• Ensuring timely, accurate issue resolution.
• Handling a high volume of partner tickets, using research and historical data to identify solutions.
• Leading multi-functional initiatives that improve operational efficiency.
• Developing scalable processes to support MSP operations.
• Being responsible for monthly billing processes for thousands of partners.
• Analyzing partner demographics, commissions, and system migration data to develop financial insights.
• Providing guidance to teammates and partners to improve consistency and effectiveness across MSP operations.

Qualifications

• 3+ years of experience in partner support, customer support, or issue resolution.
• Experience identifying and implementing process improvements or operational initiatives.
• Experience performing financial analysis and reporting using Microsoft Excel.
• Experience using CRM systems such as Salesforce.
• Experience managing a high-volume workload involving multiple concurrent priorities.

Requirements

• Experience in partner operations, billing, or tax-related tasks within a SaaS environment.
• Proficiency in utilizing ticketing systems (such as Zendesk or ServiceNow).
• Technical familiarity with industry-standard ERP systems (such as NetSuite or Zuora).
• Familiarity with Cisco products or cloud-delivered security solutions.
• Attention to detail with the ability to dissect complex issues.

Benefits

• Medical, dental and vision insurance.
• 401(k) plan with a Cisco matching contribution.
• Paid parental leave.
• Short and long-term disability coverage.
• Basic life insurance.
• 16 days of paid vacation time per full calendar year for non-exempt employees.
• Flexible vacation time off program for exempt employees.
• 80 hours of sick time off provided on hire date and each January 1st thereafter.
• Optional 10 paid days per full calendar year to volunteer.