Internal Channel Account Manager

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The
Internal Channel Account Manager
plays a vital supporting role to Channel Account Managers (CAMs) in the UK&I Channel team, ensuring a seamless partner experience and operational excellence.

This role provides comprehensive administrative and operational support to regional CAMs and partners - managing inquiries, coordinating processes, and maintaining satisfaction through efficient and accurate service.

In addition to supporting CAMs, the specialist also manages the long tail of partners reactively, ensuring all partners receive timely guidance and assistance to succeed with 8x8.

Key Responsibilities

• Support regional CAMs across the UK&I by assisting with partner-related operational tasks and day-to-day case management. The Internal Channel Account Manager will be aligned to one of these regions.
• Provide responsive, accurate assistance to CAMs and partners to ensure operational efficiency and satisfaction.
• Handle support escalations, order management, billing queries, porting, cancellations, and migrations, ensuring timely, professional resolution.
• Collaborate with internal teams including Sales, Operations, Billing, Legal, Deal Desk, and Professional Services to resolve partner issues effectively.
• Provide out-of-office coverage for CAMs during travel or absence to maintain uninterrupted partner support.
• Deliver reactive support to 8x8's long-tail partners, ensuring all partners receive timely and accurate assistance. Manage partner portal issues such as new user setup, access problems, and login assistance.
• Assist with pricing requests and deal desk submissions, ensuring accuracy and timely completion. Maintain precise partner records, case logs, and updates within CRM systems (e.g., Salesforce).
• Coordinate partner communications, including webinars, newsletters, and Quarterly Business Review (QBR) preparation and support. Act as a liaison between CAMs, partners, and internal departments, ensuring smooth, transparent communication.
• Provide comprehensive operational and administrative support, including lead and deal registration, account reconciliation, billing dispute resolution, commission queries, novations, migrations and reporting or analytics requests to ensure accurate, timely data and seamless execution.
• Manage partner relationship activities, including escalating and tracking concerns, coordinating communications with Channel Marketing, and supporting QBR preparation through data and insights.
• Drive continuous improvement by identifying process inefficiencies, updating documentation and resources, cross-training with Channel Support colleagues, and contributing to knowledge-sharing initiatives.

Qualifications
Required

• 2–4 years of experience in channel operations, partner support, or sales support, preferably within SaaS, telecom, or technology sectors.
• Strong working knowledge of CRM systems (Salesforce) and partner management tools.
• Excellent written and verbal communication skills with cultural awareness across global regions.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented, proactive, and solutions-driven mindset.

Preferred

• Experience working directly with Channel Account Managers or indirect partner ecosystems.
• Familiarity with partner portals, deal registration workflows, and channel incentive structures.
• Understanding of UCaaS, CCaaS, or cloud communications solutions.

Key Competencies

• Operational Excellence: Delivers accurate, high-quality work while maintaining consistency and attention to detail.
• Collaboration: Works effectively with CAMs and internal teams across multiple time zones and functions.
• Customer & Partner Focus: Provides responsive and professional support to ensure partner success.
• Accountability: Takes ownership of assigned tasks and drives issues to resolution.

Work Arrangement

• Hybrid setup. 2-3x a week onsite at our office in BGC
• Amenable to work UK hours

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