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Technical Business Analyst, Partner Enablement (PEA)

Partner Enablement at Upstream Works is a single entity externally; however, internally, there are four main branches of Partner Enablement: Pre-Sales Enablement, Sales Engineering Enablement, Demo Enablement, and Post-Sales Enablement.

The present advert seeks to fill a position within the Post-Sales Partner Enablement arm which is nestled within Professional Services. The ultimate goal of Post-Sales Partner Enablement efforts is to ensure the customer success of our partner’s customers and in doing so to promote Upstream Works’ company and software reputation in the marketplace. This objective is achieved by training our partners as though they are our own and facilitates our expansion, maintenance and growth of our position within North America.

The incumbent will form part of the Professional Services group at Upstream Works and report to the Partner Enablement Manager.

Description of Activities within Post-Sales Partner Enablement

At a high level, your activities in enabling Upstream Works’ Partners will cover every step of the project life-cycle starting immediately after the pre-sales initiative with the project Kick Off, through Design, Installation, Implementation, Integrations, Training, User Acceptance Testing, Go-Live, Day 1 Support, and Day 2 Support. More specifically, the incumbent can expect the following responsibilities:

  • Delivering onsite or remote week-long intensive training sessions to partners enabling them through all components of the post-sales project life cycle.
  • Shadowing partners on their first Upstream Works engagement to monitor their performance and provide them with feedback; this involves the incumbent attending partner project meetings (even those that are customer facing) as a SME to be called on throughout and/or to offer alternative approaches to design.
  • Collaborate with the Documentation team to develop content to update existing Partner Enablement content and/or create new content such as training modules and user guides.
  • Assist in the refinement of the Post-Sales Partner Enablement Curriculum
  • Deploying and maintaining UWF within the Partner Enablement Training environment.
  • Designing and deploying UWF golden images for partners.
  • Project Support: resolving any emails or phone calls of partners requesting assistance on a UWF project.
  • Develop, maintain, implement, and refine both internal and external Partner Enablement processes.
  • Collaborate with the product team, and development to engage in and manage the progress of any Partner Enablement product enhancements.
  •  Host monthly partner touch-points.
  •  In all that you do, one provides white glove enablement service.

Core Requirements

  • A related degree, diploma, or a combination of experience and education in a related position.
  • 3 years of experience as a Technical Business Analyst responsible for the delivery of technical solutions to end-customers and completing all activities surrounding its business and technical (infrastructure) designs, configuration, and implementation.
  • 2 years of experience in software support with practical skills in deploying and troubleshooting IIS Web Applications, Windows Services, MS SQL Databases, SSL implementations, VMware, and troubleshooting network/firewall related issues.
  • Previous employment experience in teaching/training; preference will be given to those with technical solution training experience that goes beyond the GUI to instruct on how to code customizations and integrations and how to modify records in a SQL database to alter configuration.
  • Previous employment experience in programming; preference will be given to those with proficiency in Javascript, SQL, and C#, and to those with previous integration experience.
  • Independent, confident, detail-minded, logical and clear communicator, and a great listener who is customer-service driven and delivers without compromise.
  • You are legally entitle to work in Canada

About The Company

We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and multi-channel world of the contact center. Our goal is to be the number one agent desktop solutions provider and we are well on our way. To that end, or should we say, to that beginning, we are looking for a Partner Enablement Analyst who wants to be a key contributor and guide the growth of Upstream Works.

If you are seeking a piece of the glory, a chance to work for a growing company and actively influence how we build out on our strategy, and enjoy the flexibility of being Agile, Upstream Works is the place to be.

Corporate Culture

At Upstream, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers. We help solve tough problems by integrating software and using analytics to improve efficiency. And, we are proud to say we can do this in the fastest time in the industry.

We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy an active social committee with events like: Hack-a-thons, Halloween Costume Competitions, Movie Nights, Christmas parties, family & friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us. Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt!

Because we are Agile, everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

At Upstream, we live and work by our culture of collaboration, delivery and respect for each other. When we hand out business cards to our friends and peers, they say: “quae dicimus faciamus” – we do what we say.

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