Technical Partner Success Manager

Summary

Join ConnectWise as a Technical Partner Success Manager and leverage your business, technical, and industry expertise to help partners maximize their investment in our platform. You will work collaboratively with cross-functional teams to enhance partner value, retention, and satisfaction, expanding ConnectWise's footprint. This role involves developing operational plans, implementing new processes, advising partners on product adoption, and monitoring partner usage data to identify growth opportunities. You will build strong relationships with partners, propose solutions to their challenges, and act as an escalation point for issue resolution. The position may involve travel to partner locations and industry events.

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 requirements
• Strong customer focus skills
• Knowledge of SQL and API architectures, security protocols, and integration security
• In depth knowledge of Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) products
• Bachelor’s degree in related field or equivalent work experience
• 1+ years of relevant experience

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 cross functional teams, with a high attention to detail
• May require communication with ConnectWise leadership
• Advise and consult partners by providing strategies to help shape and strengthen their product adoption and utilization leading to tangible outcomes and/or other technical-related goals
• Ensure that partners derive maximum value from their investment in the ConnectWise platform, utilize all their licenses, identify new opportunities, and collaborate with other ConnectWise stakeholders to ensure adoption and a successful renewal
• Build and nurture relationships across accounts to solidify our partnership and commitment to the partner while penetrating the account deeper
• Propose solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Monitor partner usage data, health indicators, maturity scores, renewal dates and growth opportunities and translate into strategies for success
• 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
• Identify risks to the partner achieving their stated business goals
• Act as an escalation point to drive resolution in a timely, proactive manner
• Travel to partner locations and IT Nations events such as Share, Evolve, Explore and Connect
• Help create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team

Preferred Qualifications

1+ years in a Software as a Service (SaaS) industry experience

Benefits

• Remote or hybrid depending on location
• 10-20% travel may be required