Platform Support

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

Platform Support & Operations (Marketplace)Act as the primary point of contact for platform operations across catalog management, pricing setup, and issues affecting business transaction flowManage platform access, tickets, and escalations (including external Vendor portals/systems) ensuring timely resolution and SLA adherenceDrive resolution of pricing discrepancies, catalogue inaccuracies, and order-related issues in collaboration with internal teamsMonitor platform performance and proactively address recurring operational gapsEnsure structured documentation, process adherence, and continuous improvement across platform workflows

✅ Success Metrics:

SLA adherence for issue resolution (>95%)Reduction in recurring platform issuesImprovement in turnaround time (TAT) for catalogue and pricing updates 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 managementCollaborate with Product and Technology teams to define integration requirements, architecture, and execution plansOwn UAT, validation, and deployment coordination for all integration programsIdentify opportunities to reduce manual dependencies and improve operational efficiency through automationEnsure governance, documentation, and scalability of integration frameworks

✅ Success Metrics:

Number of integrations successfully deliveredReduction in manual effort in order-to-provisioning lifecycleImprovement in provisioning cycle time and billing accuracy New Vendor Onboarding & Marketplace ExpansionDrive end-to-end onboarding of new vendors including contract finalization, platform setup, and transactional readinessWork closely with Legal, Finance, and Product teams to ensure compliance and timely onboardingConfigure vendor catalog, pricing structures, and discount frameworks within the platformEnable vendors and partners through platform walkthroughs, demos, and business process trainingAct as a central liaison for issue resolution during onboarding and early lifecycle stages

✅ Success Metrics:

Number of vendors onboardedTime to onboard (contract to activation)Vendor activation and first transaction success rate Pricing & Discount GovernanceConfigure and manage pricing and discount structures at SKU and partner levelsEnsure timely updates in line with vendor pricing changes and business policiesMaintain accuracy and compliance across pricing systems

✅ Success Metrics:

Accuracy of pricing configurationsReduction in pricing-related escalations Partner Enablement & AdoptionConduct platform demos, walkthroughs, and enablement sessions for partners and internal teamsDrive adoption of platform features and new capabilitiesCapture feedback and work with Product teams to enhance user experience

✅ Success Metrics:

Partner adoption and engagement levelsFeedback-to-enhancement conversion Stakeholder Collaboration & GovernanceAct as the operational bridge between internal teams (Sales, Product, Tech, Finance, Legal) and external partnersEnsure alignment across cross-functional teams for seamless execution and deliveryMaintain governance, reporting, and performance tracking mechanisms

✅ Success Metrics:

Cross-functional SLA adherenceStakeholder satisfaction and delivery effectiveness

Key Skills & Competencies

Strong understanding of B2B marketplaces / cloud distribution platformsExperience in API integrations, ERP/PSA systems, and automation workflowsKnowledge of Microsoft CSP / Partner Center ecosystem (preferred)Strong stakeholder management and communication skillsAnalytical and problem-solving mindset with focus on process improvement

Experience & Qualifications

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