Inside Channel Account Manager Job at 8x8 (Manila)

Job Description

The Inside 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.

Job Responsibility

Support regional CAMs across the UK&I by assisting with partner-related operational tasks and day-to-day case management
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

Requirements

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

Nice to have

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

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Inside Channel Account Manager

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