The Channel Support (CS) analyst role is an individual contributor role responsible for supporting the theater Channel Operations team, local Partner Account Managers (PAMs) & Distributor Account Managers (DPAMs) and their third-party Partners / Distributors. The CS team is responsible for the smooth and efficient running of the daily back office administrative tasks required to support the Channel Programs and tools.  The CS will be responsible for maintaining the relationship with the internal and external channel teams and across the functional teams as required. The successful candidate must be strongly customer-focused, very detail oriented, have proven organization skills, possess excellent spoken and written communication skills and be motivated to continually learn and grow and improve processes.

 

Typical responsibilities include:

First line timely & accurate review of Deal Registration leads for approvals, including user support. Acts as the first line point of contact for internal Channel teams and Partners/Distributors to resolve system user access and JPA / JDA program queries, including relating to program requirements, rebates and reporting. Collaborate with other Juniper teams (global & theater based) including: Channel Operations, Deal Registration, Order Management, MDF team, Sales Support and others Providing timely support for shipment expedites Carry out initial checks and work with stakeholders to obtain timely approvals for new Partner registrations. Track and maintain partner certification and partner performance data. Following up on documentation or other required details for MDF process and claims Maintain & make available, data and associated reports on request & query statuses to the management periodically Build and strengthen relationships with PAM, DPAMs, Partners and Distributors through effective administration & by providing timely resolution to all queries. Update all process trackers in a timely & accurate manner. Recommend and implement procedures to improve process practices, techniques & efficiency. Perform regular quality checks & self-checking.

 

Essential Skills:

 Have a strong attention to detail, following process instructions and getting actions right first time, even under pressure, including taking responsibility for follow-up of outstanding actions.

Good organizational skills with the ability to work comfortably in a fast-paced environment and comply with tight deadlines without close supervision and management follow up Good interpersonal skills with excellent oral and written communication skills (email, IM, telephone, in person) and comfortable to get on the telephone and talk to both internal teams and Partners/ Distributors Be comfortable building good working relationship with the internal teams and Partners/ Distributors Self-motivated: needs to be proactive  Flexible: should be willing to work extra hours/weekends when required Be goal-orientated and seeking to improve processes. Ability to adapt to change.

 Technical Competencies Required:

Graduate with 2+ years of experience preferably in a customer-focused role in Channel Operations / Sales Operations / Order Management team Proven to deliver a strong customer-focused experience Experience in Salesforce required; SAP would be a clear benefit Literacy in various PC applications & Microsoft office tools is a must, with a proficiency in MS Excel and a willingness to build on existing skills and learn new applications. Problem identification/analysis and solving skills.