Business Operations Analyst

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here ambition meets action, tech meets trust, and innovation isn’t a buzzword—it’s a way of life. The world of work is changing, and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. Business Operations Specialist – Escalated Support Global Technology Partnerships (GTP) is seeking a dedicated Business Operations Specialist to manage escalated operational support for our Independent Software Vendor (ISV) partners. This role will be a pivotal part of our newly relaunched escalated support efforts for over 7,500 ISV partners. You will rethink partner management at scale, unlock self‑serve solutions, and act as the escalation point for complex or high‑priority cases, ensuring seamless communication, efficient issue resolution, and a world‑class partner experience. In this role, you will focus on cases where automated support processes cannot resolve issues, ensuring our highest priority ISV partners receive timely and effective operational support for complex challenges. Working in close collaboration with Partner Account Managers and Technical Advisors, you will oversee escalations related to partner needs such as benefit offerings, access and tools, program questions, order and billing support, compliance initiatives, and partner off‑boarding. You will also collaborate with the Scale Operations Escalation Leader to drive improvements to our at‑scale approach, constantly finding ways to get partners the information they need, and ultimately drive down escalation volume across the ISV team. Key Responsibilities Provide timely, reactive support to address partner escalations within Salesforce’s ISV ecosystem, ensuring critical issues are resolved quickly. Manage the case routing, prioritization, and escalation process for ISV support cases, ensuring timely resolution within Partner Agreement SLAs. Deliver clear, timely communication to ISV partners on escalated case status, next steps, and resolution timelines. Serve as the primary point of contact for high‑complexity or high‑risk ISV partner escalations, coordinating efforts with Partner Account Managers and other internal teams. Partner closely with internal teams, including Product, Technical Advisors, Legal, and Support, to align on escalated cases and develop holistic, scalable solutions for ISV partners. Identify opportunities for process improvements within Salesforce’s scale operations to streamline escalated support and improve partner satisfaction. Maintain accurate records of partner interactions, case details, and resolution steps; generate regular reports to analyze escalation trends and solution effectiveness; document best practices in SOPs. Required Experience 3+ years in customer service, partner operations, or escalated support functions, preferably within a Salesforce or ISV support environment. Demonstrated ability to analyze, creatively problem‑solve, and resolve complex partner escalations. Strong verbal and written communication skills, with the ability to convey technical and operational information clearly. Proven ability to collaborate across departments and work closely with Partner Account Managers to support ISV partners effectively. Ability to thrive in a fast‑paced environment and adapt to changing partner needs and business requirements. Familiarity with Salesforce’s platform and ISV ecosystem is preferred, as is an understanding of order and billing support and compliance requirements. Degree or equivalent confirmed experience required. Experience will be evaluated based on core proficiencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience). Preferred Skills Experience with Salesforce CRM and case management tools. Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner‑centric model. Equal Opportunity Employer Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all, creating a workplace that is inclusive and free from discrimination. Employment decisions are made on the basis of merit, competence, and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to all stages of the employment process and all aspects of the employment relationship. #J-18808-Ljbffr