Senior Partner Success Manager

Summary

Join ConnectWise as a Senior Partner Success Manager and leverage your business and industry expertise to help partners maximize their ROI. You will collaborate with cross-functional teams to enhance partner value, retention, and satisfaction, expanding ConnectWise's footprint. This role involves developing operational plans, implementing new processes, and providing support to the Partner Success team. You will ensure partners utilize the ConnectWise platform effectively, propose solutions to their challenges, and manage success metrics. Furthermore, you will act as an escalation point for complex issues, travel to partner locations, and contribute to creating scalable processes. This position offers a hybrid or remote work option with some travel required.

Requirements

• Ability to manage large projects and processes independently with limited supervision
• Recognized expert in applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Strong knowledge of business processes cross-functionally
• Strong ability to quickly grasp and distinctly explain technological and business concepts
• Strong knowledge of the IT Service Provider market and business
• Strong technical acumen and business management skills
• Ability to resolve escalated scenarios while maintaining a positive relationship with partners

Responsibilities

• Establish operational plans for the Partner Success team
• Develop and implement new products, processes, standards, and/or operational plans that will have an impact on the achievement of functional results
• Provide support to the Partner Success team, with a high attention to detail
• May require communication with ConnectWise leadership
• Ensure 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
• Propose solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Own communication with key partners and stakeholders
• Drive the definition and management of success metrics to ensure they are built into the solution or process in line with customer needs and workflows
• Develop 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
• Act as an escalation point for complex scenarios to drive resolution in a timely, proactive manner
• Travel to partner locations and IT Nation events and represent ConnectWise at internal and external facing events
• Contribute towards creating scalable playbooks and processes around partner interactions and profiles that can be used across the entire PSM team
• Identify processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations
• Recommend continuous improvement in processes and communication to continuously work towards increased efficiency and revenue

Benefits

• Onsite/Hybrid/Remote depending on location
• 25-35% travel may be required