Business Operations Analyst

Salesforce

. Provide timely, reactive support for partner escalations within Salesforce's ISV ecosystem .

Posted 11/12/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $113,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing escalated support cases within Salesforce's ISV ecosystem, with a strong focus on communication, collaboration, and process improvement to enhance partner satisfaction. Proven ability to analyze complex issues and convey technical information effectively to diverse stakeholders.

Highest-signal resume keywords

Salesforce CRM ExperienceEscalated Support ManagementPartner Operations ExpertiseStrong Communication SkillsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementProcess ImprovementData AnalysisOrder SupportBilling Support

Soft Skills

CollaborationAdaptabilityCreativity

Tools & Technologies

Salesforce PlatformCase Management Tools

Industry Keywords

ISV EcosystemPartner Agreement SLAsCustomer ServiceOperational RequirementsStandard Operating Procedures

About the role

Key responsibilities & impact

Provide timely, reactive support for partner escalations within Salesforce's ISV ecosystem
Manage case routing, prioritization, and escalations for ISV support cases within Partner Agreement SLAs
Communicate case status, next steps, and resolution timelines to ISV partners
Serve as the primary contact for high-complexity or high-risk ISV partner escalations
Coordinate with Partner Account Managers and internal Salesforce teams
Collaborate with Product, Technical Advisors, Legal, and Support teams
Identify process improvements to streamline escalated support and improve partner satisfaction
Maintain records of partner interactions, case details, and resolution steps
Generate reports analyzing escalation trends and solution effectiveness
Document best practices and processes in Standard Operating Procedure documents

Requirements

What you’ll need

3+ years in customer service, partner operations, or escalated support functions
Demonstrated ability to analyze, creatively problem-solve, and resolve complex partner escalations
Strong verbal and written communication skills
Ability to convey technical and operational information clearly to ISV partners
Proven ability to collaborate across departments and work closely with Partner Account Managers
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 preferred
Understanding of order and billing support and compliance requirements
Degree or equivalent confirmed experience required
Experience will be evaluated based on core proficiencies, including extracurricular leadership roles, military experience, volunteer roles, and work experience
Experience with Salesforce CRM and case management tools preferred
Knowledge of the ISV ecosystem and experience supporting operational requirements in a partner-centric model preferred

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Certain roles may be eligible for incentive compensation, equity, and benefits