Senior Software Consulting Specialist

Summary

Join ConnectWise as a Senior Software Consultant and provide direct support to partners for consulting and implementation needs. Collaborate with cross-functional teams to ensure clients receive necessary support during integration with ConnectWise products. This role involves managing project implementation, coordinating software configurations, conducting technical training and troubleshooting, and documenting customer interactions. You will also recommend product improvements, verify bugs, and maintain customer satisfaction metrics. The position requires strong communication, analytical, and project management skills, along with experience in a related field. Opportunities for remote work and travel may be available.

Requirements

• Ability to manage projects and processes independently with limited supervision
• Advanced knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business and partner requirements
• Organized, detail oriented, and self-motivated
• Ability to effectively communicate via phone and email
• Strong presentation, data analytics, and communication skills
• Ability to plan, organize, and prioritize multiple projects to independently meet deadlines and complete tasks in an accurate manner
• Proven ability to easily convey large amounts of complex information
• Strong ability to use discretion, exercise good judgement, and maintain confidential information
• Knowledge of Microsoft Office applications at desktop and server level
• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience

Responsibilities

• Provides support to the Onboarding & Consulting teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Coordinates all aspects of project implementation, working closely with the client and internal project team
• Manages the workflow/timeline with client start date, while continually updating notes
• Conducts kick-off meetings with new clients to review expectations, project implementation timeline, and plan milestones or deliverables
• Effectively communicates to clients on project status
• Maintains key performance indicators and metrics provided by management
• Coordinates software configurations and consulting via online webinar, email, and phone sessions according to client billable hours
• Conducts technical training, system configuration, and troubleshooting via web-based applications, phone, and/or email
• Supports product installation and configuration during the pre- and post-sale process
• Documents all customer interactions using hosted business automation and ticketing software
• Recommends improvements to product documentation to help customers and minimize client services utilization
• Verifies bugs raised against products and offers advice on resolution, escalating when necessary
• Maintains an average customer survey rating based on department goals
• Assists with projects based on scope, statement of work, and SDLC release support
• Engages in ongoing product cross-training as identified

Preferred Qualifications

• MBA and industry experience
• Experience with ConnectWise products

Benefits

• Onsite/Hybrid/Remote depending on location
• 10-20% travel may be required