Partner Experience Business Analysis Manager

Partner Experience Business Analysis Manager

Business Systems London Full time

8×8, 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 8×8 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.

We are seeking for a Business Analysis Managerwith extensive expertise in Salesforce technologies and Partner Relationship Management (PRM) to lead the design, implementation, and optimization of our global partner ecosystem. The ideal candidate will have a proven track record of managing complex partner programs, including recruitment, onboarding, registration, support, self-ordering, billing, and marketing. This role will leverage Salesforce Sales Cloud, CPQ, and Experience Cloud to deliver scalable and innovative solutions for our global partner network.

Key Responsibilities:

Strategic Leadership:

Act as the primary functional lead for PRM initiatives, driving the design and implementation of Salesforce Experience Cloud portals tailored for global partner ecosystems.

Define and document the architecture for PRM portals, including user roles, permissions, sharing rules, and data visibility.

Ensure alignment with industry best practices and Salesforce platform capabilities.

Partner Portal Management:

Lead the configuration and optimization of Salesforce Experience Cloud portals for partner onboarding, registration, enablement, and self-service capabilities.

Manage complex partner lifecycle processes, including recruitment, accreditation, performance tracking, and partner tiering.

Implement and maintain advanced PRM 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.

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.

Provide guidance and mentorship to junior team members, ensuring alignment with project goals and best practices.

Act as a subject matter expert (SME) for PRM and Salesforce technologies, recommending enhancements and providing ongoing support to improve partner experiences.

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.

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.

Additional Responsibilities:

Collaborate with Product Managers to align PRM initiatives with the overall product roadmap and business strategy.

Serve as a bridge between the product team and business stakeholders, managing expectations and maintaining alignment.

Market & Competitive Analysis:

Conduct ongoing market discovery and viability assessments to ensure the PRM solutions remain competitive and aligned with industry trends.

Account for business value, economics, and budget considerations in PRM initiatives.

Product Marketing & OCM:

Develop product marketing strategies and organizational change management (OCM) plans to ensure successful adoption of PRM solutions.

Accountable for achieving product-market fit for PRM solutions.

Required Skills & Experience:

10+ 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.

Why Join Us?

Opportunity to work on cutting-edge Salesforce technologies and global partner ecosystems.

Collaborative and innovative work environment with a focus on professional growth.

Competitive compensation and benefits package.

For a closer look into what life at 8×8 UK Ltd. is about check out our Instagram page.

8×8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.

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