The Channel Operations Admin for the APAC Region is responsible for supporting our channel ecosystem to ensure that the partner experience is managed with efficiency and in a timely manner. This role focuses on partner onboarding, quote management, data maintenance, and adhering to service-level agreements (SLAs). The position requires close collaboration with Channel Account Managers (CAMs), Distribution Account Managers (DAMs), and internal teams to optimize partner experience and streamline processes. This is a key role to ensure the continued satisfaction of our partner network and ensure that they have the optimal B2B experience when working with Paessler.

Partner Support and Ticket Management:

• Maintain high responsiveness and adherence to SLAs through proactive ticket monitoring to resolve inbound partner requests and inquiries.
• Rotate ticket management duties with team members to ensure continuous coverage.
• Assign tickets to appropriate teams, providing clear and concise summaries when necessary.

Partner Account Management:

• Facilitate the creation of new partner accounts in CRM and ERP systems to fully onboard new resellers to the Paessler portal to meet required response time (SLA).
• Perform updates to existing partner records to maintain data hygiene for contacts and general partner information
• Assign new partners to the correct Channel team member.

Quote Management:

• Prepare, revise, and manage partner quotes within the required response time (SLA).
• Ensure all quote activities comply with internal guidelines and standards.
• Manage and action partner requests for quote and deal registration extensions.

CRM and Data Maintenance:

• Manage and update Paessler PRM and CRM data, ensuring accuracy and consistency.

Deal Registration Support:

• Support the approval process for deal registrations, ensuring compliance with guidelines.
• Coordinate with senior team members for cases requiring escalation.
• General Administration Tasks as needed to address and route partner issues and requests to the correct Channel team member for a timely response.