General Summary:The Partner Success Manager is responsible for leveraging deep business and industry knowledge to help partners accelerate business value and their ROI with ConnectWise. This role works in partnership with the Sales, Marketing, and Support team(s) to increase value, retention, partner satisfaction and ultimately the expansion of the ConnectWise footprint by maintaining strong relationships with partners.
Essential Duties and 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.
Knowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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.
Educational/Vocational/Previous Experience Recommendations:- Bachelor's degree required in related field or equivalent business experience
- 6+ years of relevant experience
- Preferred: Master of Business Administration (MBA)
- Preferred: 5+ years in SaaS industry
Working Conditions:- Remote or hybrid depending on location
- 30% travel may be required.
