Channel Operations Specialist

About AvePoint: 

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!

About the role:

The Channel Operations Specialist ensures smooth and efficient operations within our global partner ecosystem. This role is critical in supporting Resellers, Managed Service Providers, and Distributors by resolving technical and process-related issues, optimizing workflows, and driving operational excellence that contributes to revenue growth. By ensuring operational efficiency and resolving technical challenges, you will play a key role in strengthening partner relationships and enabling revenue growth across our global distribution network. 

What You’ll Do Day-to-Day: 

• Act as the primary technical point of contact for partners, providing timely support and guidance on distribution processes. 
• Maintain expert-level knowledge of distribution workflows and data integrations between internal systems and external platforms. 
• Investigate and troubleshoot issues during order processing, performing deep-dive analysis to identify root causes. 
• Collaborate with internal development teams to propose and implement effective solutions. 
• Communicate resolutions clearly to both technical and non-technical stakeholders, ensuring transparency and understanding. 
• Track and manage issue status from initiation to resolution, updating stakeholders throughout the process. 
• Continuously review and improve existing workflows and technical documentation to enhance efficiency and partner experience. 
• Translate complex technical concepts into business-friendly language for broader audience comprehension. 
• Manage all partner queries through the FreshService ticketing system, adhering to established SLAs and ensuring timely closure. 

OK, I'm interested... but is this really the job for me?

We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.\

For this role, you are someone with impressive detail oriented skills, and possess the ability to speak the language of the business, refining marketing messaging to resonate amongst the various marketplaces.

Other qualities you will need to be a fit for this role include:

• Bachelor’s degree (preferred) 
•  3-5 years’ experience in software product and/or project management; exposure to managing release cycles 
• Experience in coordination and operational support  
• Excellent communication and listening skills 
• English needs to be used as a working language; fluent in oral and written English with good interpersonal skills 
• Positive attitude and drive for problem-solving 
• Impeccable organization and time management skills 
• Self-motivated in a teamwork context 
• Strong working knowledge of MS Office, particularly Excel 
• Working knowledge of a CRM Database preferred (e.g. Dynamics, Salesforce) 
• Amenable to work night shift 

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement
• Competitive compensation package,
• Performance bonuses/incentives
• Career growth & advancement opportunities

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.