Manager, Partner Success

Summary

Join ConnectWise as a Manager of Partner Success, leading a team focused on driving customer success, loyalty, and growth. You will supervise and mentor team members, ensuring they understand and follow company policies and procedures. Responsibilities include managing daily team activities, coordinating cross-functional communication, and developing strong relationships with high-touch partners. You will also analyze partner usage data to create strategies for success, identify risks, and propose solutions to partner problems. This role requires exceptional leadership skills, strong communication, and a deep understanding of the IT Service Provider market and ConnectWise platform.

Requirements

• Exceptional leadership skills with the ability to attract and retain great talent
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in-person, or via email
• Excellent presentation and communication skills
• Strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication
• Ability to articulate a strong customer point of view and advocate for what customers want/need
• Outgoing personality, detail oriented, and able to work well under pressure
• Technical acumen and business management skills
• Working knowledge of ConnectWise product and platform features, capabilities, and best use
• Ability to quickly grasp and distinctly explain technological and business concepts
• Strong knowledge of the IT Service Provider market and business
• Effective at leading and facilitating executive meetings and workshops
• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• 2+ years of managerial experience

Responsibilities

• Sets goals and objectives for team members for achievement of operational results
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Develops a team with a passion for building deep expertise with regards to their customers and specialties, creating strong and trusting relationships with their assigned customer groups, and combining that trust and expertise to offer proactive advice and solutions that fuel customers' success
• Aligns at the leadership level of our high touch partners while building and maintaining strong relationships
• Trains and develops colleagues through reviews, formal training, conversations, and written communication
• Reviews existing processes and implements new processes to improve the efficiency of the Partner Success team
• Ensures that partners derive maximum value from their investment in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other stake holders to ensure adoption and a successful renewal
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Monitors dashboards and reporting to ensure the team is meeting goals
• Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partner
• Navigates customer organizational structures to identify and build relationships with executives and stakeholders
• Proposes solutions to partner problems based on the platform and deep understanding of the partners business
• Collaborates with cross-functional teams to help partners achieve their objectives
• Analyzes partner usage data, health indicators, maturity scores, renewal dates and growth opportunities, and translates this data into strategies for success
• Develops an understanding of typical business challenges faced by partners and maps how our products and services will help to address their needs
• Identifies risks to the partner that inhibit their stated business goals
• Helps create scalable playbooks and processes around partner interactions and profiles that can be used across the entire Partner Success team
• Establishes ways to facilitate cross-departmental communication, prioritization, and visibility for Partner Success requests and escalations

Preferred Qualifications

• MBA
• 3+ years of SaaS industry experience

Benefits

• Onsite/Hybrid/Remote depending on location
• 20-30% travel may be required