Position Summary
The Channel Operations Analyst is a critical operational role within the Channel Sales organization, responsible for ensuring the seamless onboarding, enablement, and ongoing productivity of our partner ecosystem. This individual serves as the operational backbone of the channel program - bridging systems, processes, and people to drive partner activation, engagement, and revenue performance.
The ideal candidate is detail-oriented, process-driven, and comfortable working cross-functionally across Sales, Legal, Finance, Marketing, and BI teams. They bring a strong command of GTM systems (Salesforce, Odoo, PRM platforms), a data-first mindset, and a passion for building scalable partner experiences.
Core Responsibilities
1. Partner Onboarding
- Review and process new partner applications daily within established SLAs (<24-hour turnaround).
- Coordinate account creation and validation across GTM systems including Salesforce and Odoo.
- Collaborate with Channel Sales, Legal, and Finance teams to facilitate required partner documentation and due diligence.
- Maintain and continuously improve partner application process documentation; identify automation and efficiency opportunities.
- Track and report on onboarding SLAs, conversion rates, and partner activation metrics.
2. Partner Enablement
Operational Readiness
- Train partners on PRM workflows including deal registration, NFR license requests, certification completion, resource library access, and marketing asset utilization.
- Create and maintain operational enablement materials — guides, videos, and FAQs — in collaboration with Channel Marketing and Learning Management teams.
- Manage the PRM knowledge base and partner-facing communications for all operational updates.
System Operations
- Serve as the functional tester for all GTM system updates impacting the Channel organization.
- Validate partner experience, workflow consistency, and data integrity throughout UAT cycles.
- Document test outcomes and coordinate issue resolution with relevant system admins and product owners.
3. Channel Productivity
- Track and report partner engagement and transaction metrics including deal registrations, ACV, and active reseller counts.
- Identify bottlenecks and inefficiencies within partner processes; provide actionable recommendations for automation and/or targeted training in collaboration with Sales Enablement.
- Support the expansion of deal-to-onboarding workflows and post-win enablement initiatives.
4. Channel Reporting
- Ensure accuracy and integrity of partner data across Salesforce, PRM, and Odoo.
- Own the reporting cadence for partner tiers, productivity and enablement KPIs, and onboarding SLA performance.
- Collaborate with BI teams to refine reporting frameworks, dashboards, and partner productivity visualizations.
- Proactively escalate data quality issues and emerging trends to relevant stakeholders.
Qualifications
Required
- 2–4 years of experience in channel operations, sales operations, or partner program management.
- Hands-on experience with Salesforce CRM; exposure to Odoo or similar ERP platforms is a strong plus.
- Experience working with Partner Relationship Management (PRM) platforms (e.g. Salesforce PRM, or similar).
- Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs.
- Excellent organizational skills; ability to manage multiple priorities in a fast-paced environment.
- Strong cross-functional communication and collaboration skills.
- High attention to detail and commitment to data accuracy and process consistency.
Preferred
- Experience in a SaaS or technology company channel environment.
- Familiarity with partner enablement content development (training guides, FAQs, video walkthroughs).
- Exposure to UAT processes and working alongside system administrators or product teams.
- Proficiency with BI tools such as Tableau, Looker, or similar platforms.
- Understanding of channel partner tiers, deal registration processes, and reseller dynamics.
At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real
results.
ContactPoint360 is where innovation, execution, and customer obsession meet.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
Our Purpose:
Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.
