Partner Operations Analyst

Partner Operations & Support AnalystCandidate will work remotely in any location in the US.Cisco is leading innovative initiatives to empower Managed Service Providers (MSPs) through solutions like the Cisco Secure MSP Center, helping MSPs simplify how they deliver security services to their customers. This brings together Cisco's Duo, Umbrella, Secure Endpoint, and Email Threat Defense offerings to provide cloud-delivered security that protects users, devices, and distributed locations.Our team supports the growth and evolution of these MSP solutions by partnering across Cisco to improve operations, simplify processes, and create a seamless experience for our MSP partners. As the program continues to expand into new markets and incorporate additional Cisco offerings, the team plays an important role in scaling the business and helping Cisco deliver secure, flexible solutions to more customers.You'll join a collaborative, cross-functional team working in an evolving environment. The team brings together expertise across operations, support, technology, sales, and partner engagement, creating opportunities to work across the organization and make a direct impact on the growth of Cisco's MSP business.Your ImpactAs a Partner Operations & Support Analyst, you will support Cisco's MSP partners by resolving technical, sales, account, ordering, and billing inquiries and ensuring timely, accurate issue resolution. You will handle a high volume of partner tickets, using research and historical data to identify solutions and improve the partner support experience. You will lead multi-functional initiatives that improve operational efficiency, develop scalable processes to support MSP operations, and be responsible for monthly billing processes for thousands of partners. You will analyze partner demographics, commissions, and system migration data to develop financial insights and key metrics that support business decisions and leadership reporting. You will also provide guidance to teammates and partners to improve consistency and effectiveness across MSP operations.Minimum Qualifications3+ years of experience in partner support, customer support, or issue resolution, including independently researching and resolving customer issues using historical ticket data.Experience identifying and implementing process improvements or operational initiatives, including documenting requirements, defining workflows, and measuring outcomes.Experience performing financial analysis and reporting using Microsoft Excel, including pivot tables, VLOOKUP/XLOOKUP, and data modeling with large datasets.Experience using CRM systems such as Salesforce to manage partner or customer data, maintain account records, and generate performance reports.Experience managing a high-volume workload involving multiple concurrent priorities and changing deadlines.Preferred QualificationsExperience in partner operations, billing, or tax-related tasks within a SaaS environment, along with knowledge of the MSP/MSSP route-to-market.Proficiency in utilizing ticketing systems (such as Zendesk or ServiceNow) to effectively manage and resolve high volumes of support requests.Technical familiarity with industry-standard ERP systems (such as NetSuite or Zuora) and data analysis or BI tools (such as Looker).Familiarity with Cisco products or cloud-delivered security solutions, alongside exceptional problem-solving skills to influence customers across various levels.Attention to detail with the ability to dissect complex issues, identify root causes, and translate them into actionable solutions while providing high-quality customer support through clear, professional communication.Why Cisco?At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.We are Cisco, and our power starts with you.Message to applicants applying to work in the U.S. and/or Canada:The starting salary range posted for this position is $119,700.00 to $157,900.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by CiscoNon-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employeesExempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the nextAdditional paid time away may be requested to deal with critical or emergency issues for family membersOptional 10 paid days per full calendar year to volunteerFor non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:.75% of incentive target for each 1% of revenue attainment up to 50% of quota;1.5% of incentive target for each 1% of attainment between 50% and 75%;1% of incentive target for each 1% of attainment between 75% and 100%; andOnce performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.The applicable full salary ranges for this position, by specific state, are listed below:New York City Metro Area: $151,400.00 - $219,900.00Non-Metro New York state & Washington state: $135,800.00 - $197,400.00* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.