Job Specifications
8x8, 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 8x8(r) 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.
Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.
We are seeking for a Business Analysis Manager with 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.
Salesforce Configuration & Integration
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.
Mentorship & Leadership
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.
Agile & Scrum Methodologies
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
Product Management Collaboration:
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 a