Overview: The Channel Support Specialist is an essential operational role focused on delivering seamless administrative and technical support to our internal sales channels and external channel partners.
This specialist ensures all partner-related processes, documentation, and administrative requirements are handled efficiently and accurately, contributing directly to channel health and sales speed.
Functions: This role requires a proactive approach and the ability to seamlessly manage competing priorities in a fast-paced environment.
Key Responsibilities: A.
Partner Relationship and Administrative Support Frontline Partner Support: Serve as the primary point of contact for external partners' administrative and operational inquiries, providing timely and accurate responses regarding the partner program, policies, and process compliance.
Onboarding & Lifecycle Management: Process the administrative requirements for new partner onboarding, including documentation submission, account setup in the Partner Portal, and ensuring all training certifications are tracked and current.
Partner Communications: Assist in drafting and distributing routine administrative communications, newsletters, and updates to the partner community regarding process changes, system outages, or program updates.
B.
Channel Operations and Data Management Deal Registration Processing: Manage the deal registration pipeline, accurately logging partner-submitted opportunities into the CRM, verifying lead data, and routing approvals to the appropriate Channel Manager for resolution.
Incentive Tracking Support: Track, validate, and process documentation related to partner incentives, including co-op funds, Market Development Funds (MDF), and sales rebate claims, ensuring all supporting data is accurate before submission to Finance.
Data Integrity: Maintain the cleanliness and accuracy of the Partner Relationship Management (PRM) and CRM systems, performing routine data audits to ensure contact information, tier status, and compliance data are up-to-date.
Asset Management: Manage the library of sales collateral and training materials within the partner portal, ensuring partners can easily access the most current pricing, product sheets, and branding guidelines.
C.
Documentation and Process Adherence Standard Setting: Document and maintain clear, easy-to-follow Standard Operating Procedures (SOPs) for all critical partner-facing administrative tasks (e.g., how to submit a deal, how to claim MDF).
Issue Escalation: Triage, log, and escalate complex technical or commercial partner issues to the appropriate internal teams (Sales Ops, Finance, Legal) and track them through resolution Job Skills & Qualifications: A.
Experience A minimum of two (2) years of relevant experience in a high-volume administrative support, sales coordination, or channel operations role.
Demonstrated experience handling complex administrative tasks, managing data integrity, and adhering to strict process timelines.
Prior experience acting as a primary operational point of contact for internal sales teams or external partners is highly desirable.
B.
Education Bachelor’s degree in Business Administration, Management, Finance, or an equivalent formal academic qualification.
Candidates with relevant certifications in process management (e.g., Lean, Six Sigma) or CRM administration (e.g., Salesforce Administrator) will be given preference.
C.
Technical Proficiency Expert knowledge of MS Office Suite (Word, Excel, Power Point, Outlook), with advanced skills in Excel for data organization, tracking, and basic reporting.
Full comprehension of modern sales and office management systems, including experience with CRM platforms (e.g., Salesforce, Hub Spot) and Partner Relationship Management (PRM) tools.
Ability to rapidly learn and apply new technologies, communication platforms, and efficiency driving applications to streamline channel support workflows.
D.
Communication & Interpersonal Skills Exemplary verbal and written communication skills with the ability to draft professional, clear correspondence (emails, SOPs, partner updates).
Ability to interface confidently and professionally with external partners, internal sales managers, and cross-functional teams (e.g., Finance, Legal) regarding administrative and operational matters.
E.
Time Management & Execution Proven history of superior planning, time management, and execution skills to handle multiple concurrent tasks (e.g., deal registration, MDF claims, partner onboarding) under tight deadlines.
