Partner Success Manager

Summary

Join ConnectWise as a Partner Success Manager and leverage your business and industry expertise to help partners accelerate their ROI. You will collaborate with cross-functional teams to enhance value, retention, and partner satisfaction, expanding ConnectWise's footprint. This role requires recent experience with ConnectWise PSA software. Responsibilities include providing support to cross-functional teams, researching and analyzing data, coaching team members, ensuring partners maximize platform value, proposing solutions, understanding partner challenges, acting as an escalation point, traveling to partner locations, creating scalable playbooks, and identifying processes to improve communication. The ideal candidate possesses strong business process knowledge, technical acumen, and the ability to explain complex concepts clearly. A hybrid/onsite/remote work arrangement is available.

Requirements

• Ability to manage large projects and processes independently with limited supervision
• Recognized subject matter expert of industry standards
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Strong knowledge of business processes cross-functionally
• Ability to quickly grasp and distinctly explain technological and business concepts
• Strong knowledge of the IT Service Provider market and business
• Technical acumen and business management skills
• 10% Travel

Responsibilities

• Provides support to cross functional team, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach, review, and/or delegate work to other team members
• Ensures that partners receive maximum value from their investments in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other ConnectWise stakeholders to ensure adoption and a successful renewal
• Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Develops an understanding of typical business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business benefits to address their needs
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Travels to partner locations and IT Nation events
• Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team
• Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations

Benefits

Hybrid/Onsite/Remote depending on location