1. DATE LAST UPDATED: 17 February 2016
UPDATED BY: Novena Fortus
JOB/BUSINESS TITLE: WORLDWIDE ENTERPRISE SOFTWARE (ES)
PARTNER PORTAL ADMINISTRATOR
JOB PURPOSE/MISSION/SUMMARY:
SALESFORCE (SFDC) is a cloud based business application that provides customer relations management
interface where sales reps can manage their sales pipeline and sales cycle milestones, track activities with
prospects and customers, collaborate with colleagues in the business, nurture possible leads and contacts
and generate sales and marketing reports.
The WW Enterprise Software (ES) Partner Portal Administrator supports ES partners and customers with
all issues pertaining to the following SFDC-linked ES applications: ES Partner Portal, Lexmark University,
and the Flexera
©
software.
The ES Partner Portal allows Lexmark partners to learn about partner offerings, happenings and training.
They can also access product documentation, tools, and collateral, including branding and logo guidelines
for sales and marketing use. Additionally, partners can also register leads, manage opportunities,
download new software, access training, search the knowledgebase and submit support cases which are
directly linked to SFDC.
Flexera
©
Software is a leading provider of software licensing, compliance, security and installation
solutions for application producers and enterprises. This allows Lexmark customers and partners to
download license keys and software products including fixes and upgrades. It uses FlexNet on the
backend which acts as the interface between SFDC and Flexera
©
. Lexmark University, on the other hand,
is based on the Skillport
©
software which provides cloud-based training solutions for Lexmark customers
and partners worldwide. This is where Lexmark partners access online and classroom trainings on
software/hardware products for sales and marketing purposes.
The ES Portal administrator grants access to the above mentioned software applications to any signed
partner and/or customer in all channels of communication (phone, chat, and/or email) but mainly via
SFDC cases. This includes troubleshooting and resolving any and all issues related to user access. The ES
Portal Admin also tests and collaborate with developers regarding any defects and/or enhancements
with these tools.
The ES portal administrator’s main goal is to maintain user accessibility of the tools and to be readily
available to support both internal and external Lexmark customers and partners worldwide. This results
to better productivity and efficiency - ultimately generating revenue.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
Main Support:
The WW Enterprise Software (ES) Partner Portal Administrator supports ES partners and customers with
all issues pertaining to the following SFDC-linked ES applications: ES Partner Portal, Lexmark University,
and the Flexera
©
software.
Inquiry Management
● Serve as primary contact for 1st line support inquiries (via SalesForce Cases, Phone & email)
about ES Partner Portal, Lexmark University, and Flexera
©
.
● Works with Lexmark internal Support Coordinators, Account Owners, Products Support

2. Managers, Product Engineers, ES Key Users, Solutions Architects, Global Operations Analysts,
and Sales Operations Managers to resolve any issues and provide initial response to these users
within the agreed response times.
● Provide constant feedback and requirements to the aforementioned Lexmark internal teams
about system or process issues and updates.
● Attend to Email inquiries or SFDC issues from personal Gmail and the ES portal inbox
Troubleshooting and Support
● Grants access to the ES Partner Portal, Lexmark University, and Flexera
©
● Customer Issue Engagement
o Engage all newly reported internal and external customer/partner issues via all
communication channels per agreed response times.
o Prioritize and assist the customer issues based on Business impact.
● Analyzes and resolve any and all issues with the aforementioned applications:
o ES Partner Portal
▪ Access provisioning and verification of required attachments (account status,
agreements, enrollments, attachments, assets, etc.)
▪ Login issues (password reset, change in name/email, etc.)
▪ Account/s set up (account merging)
▪ Single sign-on errors (Immutable ID sync)
▪ Activation/deactivation of access - through SFDC
▪ Use of Liferay and Partner Engagement Management (PEM) to deactivate and
enroll users (Back-End)
▪ Use of ServiceNow with email address deletion
o Lexmark University
▪ Login issues
▪ Activation/deactivation of access
o Flexera
©
▪ Access provisioning and requirements verification (account status, agreements,
enrollments, attachments, assets,closed won Opportunity etc.)
▪ Collaborate with Release Management team to resolve issues with missing
products and licenses
▪ Transfer Flexera
©
accounts, members and entitlements from one account/s to
another account/s
▪ Works with license team to correct License Key attachment
▪ Add missing Flexera Entitlement
▪ Update account data between SFDC and Flexera
©
▪ Manual creation of members, accounts, and entitlements in Flexnet
o Salesforce.com (SFDC)
▪ Contacts transfer- Partner Portal
▪ Transfer Flexera
©
accounts, members and entitlements from one account/s to
another account/s
▪ Uploading of NDA (non-disclosure and reseller agreement)
▪ Analyzes and escalates to the proper Tech team if the issue is beyond the
capabilities of the ES partner portal admin.
● Collaborates with different teams (COE, licensing team, Solutions Architect, Global Operations
Analysts, ES Key Users, Developers, etc.) in resolving ES Partner Portal related cases.
● Responsible for the documentation/creation of job aids and any updates to current processes

3. based on set standards
● Other SFDC ad hoc projects as requested by the above mentioned internal Lexmark teams such
as but not limited to data gathering and cleanup, reports creation, and other activities.
● Case Management
o Own and resolve cases in multiple SFDC Queues (“Flexera Automation” and
“Partner.Channel Support”)
o Triage cases to correct support group or owner from “Partner.Channel Support”
o Constant and consistent follow-up on every assigned open cases per agreed response
time
o Constant and consistent follow-up on every assigned on-hold/pending with developer
cases per agreed response time
Secondary Support
● Participates in weekly discussions involving defects and tool enhancements for continuous
improvement
o Solicit feedback from the worldwide sales organizations and support teams (internal
and external) on suggested requirements/improvements to both business processes
and the Salesforce tools.
o Provide proactive feedback to worldwide sales and support teams on a regular basis.
o Collaborates with the SFDC AMS (Application Maintenance and Service) team as tester
on defects and enhancements with the production environment
▪ QA environment testing of fixes/enhancements before they are pushed to the
production.
▪ User Adoption - Testing / validating of changes as requested by the
development team
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
Job Knowledge/Technical Knowledge
Initiative and Creativity
Customer Focus
Cooperation/Teamwork
Reliability
Organization
Innovation
Flexibility
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
Education:
Bachelor’s Degree in any course from an accredited college or university. Preferably in Information
Technology.
Experience:
● With experience in using SalesForce.com (preferably 1 years)
● An advantage if candidate has experience in administering CRM (Customer Relationship
Management) systems
● Background in Sales and Marketing Operations Support.
● Previous work experience had analytical and problem solving tasks related to sales, marketing,
systems or business tools
● Has an advantage if candidate has training experience