Business Analyst - Partner Experience

 8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.  

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

We are seeking a Business Analyst with a strong background in Salesforce technologies and Partner Relationship Management (PRM) to join our team. The ideal candidate will have hands-on experience in managing partner ecosystems, including partner recruitment, onboarding, registration, support, programs, self-ordering, billing, and marketing. This role will focus on leveraging Salesforce platforms like Sales Cloud, CPQ, and Partner Experience Cloud to deliver scalable and efficient solutions for our global partner network.

Key Responsibilities:

• Partner Portal Management:

  • Design, configure, and optimize Salesforce Experience Cloud portals for partner relationship management, including partner onboarding, registration, and self-service capabilities.

  • Manage partner lifecycle processes, including recruitment, enablement, accreditation, and performance tracking.

  • Implement and maintain partner-specific features such as deal registration, lead distribution, partner ordering, partner billing, and partner marketing programs.

• Requirement Gathering & Solution Design:

  • Collaborate with global business stakeholders to gather and document PRM-specific requirements, including partner hierarchies, tiering, and performance tracking.

  • Translate business needs into functional specifications, user stories, and process flows.

  • Conduct workshops and interviews with business teams to identify pain points and recommend process improvements.

• Salesforce Configuration & Integration:

  • Configure Salesforce Sales Cloud, CPQ, and Experience Cloud to support partner ordering, billing, and marketing processes.

  • Leverage Salesforce features like Opportunity Splits, Campaign Influence, and Partner Roles to enhance partner collaboration and performance tracking.

  • Integrate third-party tools (e.g., Marketing Cloud, Tableau) for advanced data analysis, reporting, and partner engagement.

• Project Delivery & Support:

  • Act as the primary functional lead for PRM projects, coordinating with developers, architects, and administrators to ensure seamless implementation.

  • Provide demos of new functionality to stakeholders and support User Acceptance Testing (UAT), business testing, and post-production support.

  • Ensure scalability and maintainability of PRM portals by adhering to Salesforce best practices.

• Data Analysis & Reporting:

  • Analyze partner performance data and generate actionable insights to improve partner engagement and program effectiveness.

  • Develop and maintain dashboards and reports to track key partner metrics, such as deal registration, order fulfillment, and billing accuracy.

• Agile & Scrum Methodologies:

  • Work within Agile and Scrum frameworks to deliver PRM solutions in iterative sprints.

  • Participate in sprint planning, grooming sessions, and retrospectives to ensure alignment with project goals.

Required Skills & Experience:

• Salesforce Expertise:

  • 5-8 years of hands-on experience with Salesforce Sales Cloud, CPQ, and Experience Cloud.

  • Proven experience in designing and implementing PRM portals for global partner ecosystems.

  • Strong understanding of Salesforce CRM functionalities, including partner lifecycle management, deal registration, lead distribution, and performance tracking.

• Technical Skills:

  • Familiarity with Salesforce Experience Cloud configuration, including branding, navigation, and personalized experiences using Experience Builder.

  • Knowledge of Salesforce security models, sharing rules, and data access configurations specific to PRM portals.

  • Experience with third-party tools like Marketing Cloud, Tableau, or similar platforms for data analysis and reporting is a plus.

• Certifications:

  • Salesforce Certifications such as Salesforce Certified Administrator, Salesforce Experience Cloud Consultant, or Sales Cloud Consultant are highly desirable.

  • Additional certifications in CPQ or Service Cloud are a plus.

• Soft Skills:

  • Excellent communication and collaboration skills to work with global stakeholders and cross-functional teams.

  • Strong problem-solving skills and the ability to take ownership of projects from start to finish.

  • Ability to envision end-to-end impacts of functionality and build requirements accordingly.

• Education:

  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.

Preferred Qualifications:

• Experience in the SaaS industry, particularly in handling reseller order and billing processes for SaaS services.

• Familiarity with Agile and Scrum methodologies for IT project delivery.

• Knowledge of partner business plans, partner tiers, and partner lifecycle management in a global context.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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