Marketplace Specialist

Do you have what it takes to utilize your skills to strive for exceptional customer experience? We are looking for dedicated and motivated individuals who can help us deliver and motivate our teams to reach this goal.

As a member of our Marketplace Operations (MOS) team, you will be working directly with customers, sellers, and partners to provide the best fulfillment experience possible. With a focus on operational excellence and customer satisfaction, you will ensure that Marketplace orders are managed with a combination of speed, quality and accuracy. As a Marketplace Operations Specialist, you will be responsible for providing our customers with a best-in-class experience and maintaining consistently high customer satisfaction scores. Key activities within this process include identifying, troubleshooting, and resolving order issues, proactively updating the customer and/or seller on the status of their order and providing alternative solutions to resolve fulfillment issues. To be effective in this role, the MOS will build and cultivate strong relationships & act collaboratively with sales, distribution partners, customers, and other members of the Organization.

What you’ll do:

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  Process Adobe ETLA orders with a high degree of responsiveness, accuracy and efficiency.

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  Process orders and provision new SaaS and IaaS subscriptions with a high degree of accuracy and efficiency.

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  Accurately place renewal orders for all Marketplace offerings.

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  Resolve Marketplace issues (order failures, customer access, etc.) utilizing both internal and external support resources.

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  Become well versed in all platforms necessary to achieve operational excellence (SFDC, SAP, Marketplace, Zendesk, JIRA, Postman, etc).

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  Proactively identify areas of opportunity and be a key contributor from solution development, Universal Acceptance Testing (UAT) and deployment.

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  Assist in resolution of billing and invoice issues.

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  Operate with a continuous improvement mindset by always be thinking of ways to build, implement, and improve our processes, systems, and ways of doing business.

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  Build strong cross functional relationships across sales, support, billings, and more to ensure a seamless end-to-end customer experience.

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  Educate and support your peers on operational processes required to successfully transact our Marketplace offerings.

Requirements

What you’ll bring to the table:

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  2-4 years in SaaS marketplace management or operations

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  Thorough understanding of both the business and MOS roles and responsibilities.

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  Proven customer service skills and demonstrated customer experience mindset.

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  Ability to work in an on-demand, cross-functional and matrix-management environment.

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  Excellent interpersonal skills with a strong orientation towards high-energy and team-based work environments.

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  Self-Driven with excellent time management skills and the ability to prioritize work from multiple streams.

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  Action-oriented and results-driven with a history of successful goal attainment.

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  Displays composure and self-awareness in a fast-paced and high-pressure work environment.

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  Track record of strong problem-solving skills with the ability to identify problems and recommend/implement solutions. Actively enables and supports process/system change and team development

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  High level of organizational skills

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  Low error/escalation rate, with any errors being immaterial in cost