Partner Support Associate

• Serve as the first line of support and partner program subject matter expert for internal and external inquiries
• Resolve standard requests related to onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies
• Triage and route complex requests with complete context, set clear expectations, retain ownership through resolution, and record partner interactions in Salesforce or Partner Central
• Build, configure, test, launch, and maintain AI agents supporting partners and partner-facing teams
• Keep AI agent knowledge sources current, monitor answer quality and adoption, and recommend new agent use cases based on support trends and feedback
• Convert recurring questions into FAQs, how-to guides, short videos, knowledge articles, and templates
• Publish and maintain partner-facing content in Partner Central and Highspot
• Track case volume, categories, response times, and outcomes
• Maintain simple dashboards and identify recurring friction points
• Recommend process, content, or system improvements based on support data and partner feedback
• Support data quality in Salesforce and Partner Central
• Assist with onboarding checklists, compliance tracking, partner communications, and program launch readiness

• Bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience
• Strong written and verbal English communication skills, with a minimum C1 level
• Service-oriented approach, sound judgment, and excellent attention to detail
• Ability to organize a steady volume of work, explain processes clearly, and maintain accurate records across multiple systems and partner interactions
• Hands-on experience building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality evaluation
• Comfort with Excel and basic reporting
• Ability to support data quality and contribute to operational dashboards and program tracking
• Experience with low-code forms or workflow tools, CRM or case-management systems such as Salesforce, partner ecosystems, channel programs, or B2B software environments
• Experience with Power BI or a similar data visualization and reporting tool
• Proficiency in an additional language, ideally Spanish
• Ability to collaborate across functions without direct authority and communicate clearly with partners across regions and cultures
• Proactive, self-starter mindset with ability to take ownership, manage competing priorities, and drive issues through to resolution

• Fully remote work
• Flexible working hours
• Employee Assistance Program
• Health and wellbeing support
• Learning Management System
• Lifestyle Spending Account
• Eyeglasses reimbursement
• Country-specific benefits tailored to local market practices and regulations
• Career development resources
• Wellbeing programs
• Innovation practices