Partnership Support Specialist

3 days ago

Englewood, Colorado, United States Digible Full time
Job Title: Partnership Support Specialist

We are seeking a highly skilled Partnership Support Specialist to join our team at Digible. As a key member of our Partnerships team, you will play a crucial role in supporting our Partnership Manager and Product Manager in handling partner queries, managing data, and improving processes.

About the Role

The Partnership Support Specialist will be responsible for providing high-quality technical support to partners and internal teams, addressing queries, troubleshooting issues, and offering effective solutions. This includes onboarding, cancellations, status updates, ensuring product requirements are met, and notifying partners when they are not.

You will also be responsible for creating, maintaining, and updating detailed documentation for workflows and standard operating procedures, ensuring clarity and accessibility. Additionally, you will produce comprehensive training materials for partners and internal teams, ensuring effective knowledge transfer.

Key Responsibilities
  • Technical Support: Provide high-quality technical support to partners and internal teams, addressing queries, troubleshooting issues, and offering effective solutions.
  • Process and Training Documentation: Create, maintain, and update detailed documentation for workflows and standard operating procedures, ensuring clarity and accessibility.
  • Data Management: Oversee and update partner information, ensuring data accuracy and system integrity.
  • Automation Implementation: Assist in deploying and integrating automation tools to streamline and scale routine tasks.
  • Process Optimization: Continuously evaluate and refine manual processes to enhance efficiency and accuracy, leveraging best practices and innovative solutions.
  • Reporting: Generate regular analytical reports, respond to related inquiries, and provide support through various channels such as Freshdesk and email.
  • Feedback Analysis and Strategy: Collect and analyze partner feedback to identify common issues and opportunities for improvement. Contribute to strategic development by proposing new tools and processes to enhance operational efficiency and performance.
  • Strategic Partner Engagement: Develop and maintain robust relationships with partners through strategic support, regular check-ins, and proactive communication.
Requirements
  • Technical Proficiency: Advanced skills in Excel/Google Sheets, including data manipulation, formulas, pivot tables, and data visualization.
  • Customer Support Experience: 1-3 years in a customer or client-facing role.
  • Data Analysis: Experience in analyzing and interpreting data to provide actionable insights.
  • Documentation Skills: Proven ability to document processes and create user guides or Standard Operating Procedures (SOPs).
  • Project Management: Experience in managing multiple tasks and projects, demonstrating strong organizational and time management skills.
  • Process Improvement: Experience in assessing and improving processes for efficiency and accuracy.
  • CRM Familiarity: Experience with CRM tools like Salesforce, HubSpot, or similar platforms.
What We Offer
  • Salary Range: $50,000 - $66,000
  • 4-Day Work Week (32 Hour Work Week)
  • WFA (Work From Anywhere)
  • We offer 3 weeks of PTO as well as Sick leave, and Bereavement
  • We offer 11 paid holidays
  • We offer $75/ month reimbursement for Physical Wellness
  • We offer $75/ month reimbursement for Mental Wellness
  • Dog-Friendly Office
  • Monthly Social Events
  • Weekly Lunches and Snacks for in-office employees

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