Cloud Marketplace and Process Analyst
HybridBarcelona, Catalonia, Spain
Job Summary
Manage Freshdesk queues to ensure timely ticket resolution and act as a central point of contact for country teams and partners. Coordinate cross-functional stakeholders to support the design, implementation, and optimization of operational business processes. Identify process gaps, analyze existing workflows to reduce errors, and document improvements while providing insights based on operational data. Serve as a liaison between business operations and IT/platform teams to ensure proper platform usage by sales teams and support vendor ad-hoc activities. Work with management and local sales teams to gather information, make recommendations, and ensure appropriate service levels for Super Users and customers across Europe.
Required Qualifications
- Strong analytical and problem-solving abilities
- Ability to work independently with ownership
- Strong organizational and prioritization skills in high-pressure environments
- Excellent communication and stakeholder management
- Customer-oriented mindset with focus on service quality
- Understanding of eCommerce and Cloud business models
- Knowledge of IT software / services / SaaS industry
- Familiarity with: Ticketing systems (e.g., Freshdesk)
- Process documentation and improvement tools
- Data analysis (Excel, reporting tools, etc.)
- Exceptional written and oral communication and presentation skills in English
Desired Qualifications
- Experience with SAP and Microsoft Office tools is a plus
- Understanding of vendor ecosystems and IT distribution channels is an advantage
- IT Channel experience or Software vendor experience is a definite advantage
- Additional European languages are a plus
- Intercultural experience is a plus
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