Platform Support

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Job Description: 

Role Summary

The Platform Success & Business Support Manager is responsible for driving operational excellence, automation, and ecosystem expansion for the Cloud marketplace platform. The role ensures seamless platform operations, partner and vendor onboarding, pricing governance, and API-led integrations with partner systems.

Working closely with Sales, Product, Technology, Finance, and Legal teams, the role enables scalable growth, improved partner experience, and efficient lifecycle management across cloud transactions and subscriptions.

Key Responsibilities

1. Platform Support & Operations (Marketplace)

• Act as the primary point of contact for platform operations across catalog management, pricing setup, and issues affecting business transaction flow
• Manage platform access, tickets, and escalations (including external Vendor portals/systems) ensuring timely resolution and SLA adherence
• Drive resolution of pricing discrepancies, catalogue inaccuracies, and order-related issues in collaboration with internal teams
• Monitor platform performance and proactively address recurring operational gaps
• Ensure structured documentation, process adherence, and continuous improvement across platform workflows

✅ Success Metrics:

• SLA adherence for issue resolution (>95%)
• Reduction in recurring platform issues
• Improvement in turnaround time (TAT) for catalogue and pricing updates

2. Platform Integrations & Automation (APIs / Systems)

• Lead integration initiatives between our Marketplace and partner ecosystems (marketplaces, ERPs, PSA tools, and other business systems of record)
• Drive API-based automation for key workflows including order provisioning, billing, and subscription lifecycle management
• Collaborate with Product and Technology teams to define integration requirements, architecture, and execution plans
• Own UAT, validation, and deployment coordination for all integration programs
• Identify opportunities to reduce manual dependencies and improve operational efficiency through automation
• Ensure governance, documentation, and scalability of integration frameworks

✅ Success Metrics:

• Number of integrations successfully delivered
• Reduction in manual effort in order-to-provisioning lifecycle
• Improvement in provisioning cycle time and billing accuracy

3. New Vendor Onboarding & Marketplace Expansion

• Drive end-to-end onboarding of new vendors including contract finalization, platform setup, and transactional readiness
• Work closely with Legal, Finance, and Product teams to ensure compliance and timely onboarding
• Configure vendor catalog, pricing structures, and discount frameworks within the platform
• Enable vendors and partners through platform walkthroughs, demos, and business process training
• Act as a central liaison for issue resolution during onboarding and early lifecycle stages

✅ Success Metrics:

• Number of vendors onboarded
• Time to onboard (contract to activation)
• Vendor activation and first transaction success rate

4. Pricing & Discount Governance

• Configure and manage pricing and discount structures at SKU and partner levels
• Ensure timely updates in line with vendor pricing changes and business policies
• Maintain accuracy and compliance across pricing systems

✅ Success Metrics:

• Accuracy of pricing configurations
• Reduction in pricing-related escalations

5. Partner Enablement & Adoption

• Conduct platform demos, walkthroughs, and enablement sessions for partners and internal teams
• Drive adoption of platform features and new capabilities
• Capture feedback and work with Product teams to enhance user experience

✅ Success Metrics:

• Partner adoption and engagement levels
• Feedback-to-enhancement conversion

6. Stakeholder Collaboration & Governance

• Act as the operational bridge between internal teams (Sales, Product, Tech, Finance, Legal) and external partners
• Ensure alignment across cross-functional teams for seamless execution and delivery
• Maintain governance, reporting, and performance tracking mechanisms

✅ Success Metrics:

• Cross-functional SLA adherence
• Stakeholder satisfaction and delivery effectiveness

Key Skills & Competencies

• Strong understanding of B2B marketplaces / cloud distribution platforms
• Experience in API integrations, ERP/PSA systems, and automation workflows
• Knowledge of Microsoft CSP / Partner Center ecosystem (preferred)
• Strong stakeholder management and communication skills
• Analytical and problem-solving mindset with focus on process improvement

Experience & Qualifications

• 5–10 years of experience in platform operations, integrations, or partner ecosystem roles
• Experience in cloud / SaaS / IT distribution business preferred
• Exposure to marketplace platforms, pricing governance, and automation initiatives