Partner Success Manager

Summary

Join ConnectWise as a Partner Success Manager and leverage your business and industry expertise to help partners accelerate their ROI. Collaborate with Sales, Marketing, and Support teams to enhance partner value, retention, and satisfaction, expanding ConnectWise's footprint. You will provide support to these teams, research and analyze partner needs, and propose solutions using the ConnectWise platform. This role involves coaching team members, acting as an escalation point for issue resolution, traveling to partner locations, and developing scalable processes. You will need strong business process knowledge, technical acumen, and the ability to explain complex concepts clearly. The position offers a remote or hybrid work option.

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
• Bachelor’s degree required in related field or equivalent business experience
• 6+ years of relevant experience

Responsibilities

• Provides support to the Sales, Marketing, and Support team(s), 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

Preferred Qualifications

• Master of Business Administration (MBA)
• 5+ years in SaaS industry

Benefits

Remote or hybrid depending on location