Full Job Description
General Summary:
The Senior Partner Success Manager is responsible for leveraging deep business and industry knowledge to help partners accelerate their business value and ROI with ConnectWise. This role works in partnership with cross functional teams to increase value, retention, partner satisfaction and ultimately, the expansion of the ConnectWise footprint by maintaining strong relationships with partners.
Essential Duties & Responsibilities:
• Establishes operational plans for the Partner Success team
• Develops and implements new products, processes, standards, and/or operational plans that will have an impact on the achievement of functional results
• Provides support to the Partner Success team, with a high attention to detail
• May require communication with ConnectWise leadership
• 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
• Owns communication with key partners and stakeholders
• Drives the definition and management of success metrics to ensure they are built into the solution or process in line with customer needs and workflows
• 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 for complex scenarios to drive resolution in a timely, proactive manner
• Travels to partner locations and IT Nation events and represents ConnectWise at internal and external facing events
• Contributes towards creating scalable playbooks and processes 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
• Recommends continuous improvement in processes and communication to continuously work towards increased efficiency and revenue
Knowledge, Skills, and/or Abilities Required:
• 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
Educational/Vocational/Previous Experience Recommendations:
• Bachelor's degree in related field or equivalent business experience
• 8+ years of relevant experience
• Preferred: Master of Business Administration (MBA)
• Preferred: 5+ years in SaaS industry
Working Conditions:
• Onsite/Hybrid/Remote depending on location
• 25-35% travel may be required
