Job description
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Manager of Partner Success is responsible for leading a team of entry level to experienced professionals
focused on driving customer success, loyalty, and growth by delivering a best-in-class customer experience along
with impactful outcomes. This role supports the Partner Success team in increasing the value, retention, partner
satisfaction, and expansion of the organization’s footprint
Essential Duties and Responsibilities:
• Sets goals and objectives for team members for achievement of operational results
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and
stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Develops a team with a passion for building deep expertise with regards to their customers and
specialties, creating strong and trusting relationships with their assigned customer groups, and combining
that trust and expertise to offer proactive advice and solutions that fuel customers’ success
• Aligns at the leadership level of our high touch partners while building and maintaining strong
relationships
• Trains and develops colleagues through reviews, formal training, conversations, and written
communication
• Reviews existing processes and implements new processes to improve the efficiency of the Partner
Success team
• Ensures that partners derive maximum value from their investment in the ConnectWise platform, utilizing
all of their licenses, identifying new opportunities, and collaborating with other stake holders to ensure
adoption and a successful renewal
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Monitors dashboards and reporting to ensure the team is meeting goals
• Builds and nurtures relationships across accounts to solidify our partnership and commitment to the
partner
• Navigates customer organizational structures to identify and build relationships with executives and
stakeholders
• Proposes solutions to partner problems based on the platform and deep understanding of the partners
business
• Collaborates with cross-functional teams to help partners achieve their objectives
• Analyzes partner usage data, health indicators, maturity scores, renewal dates and growth opportunities,
and translates this data into strategies for success
• Develops an understanding of typical business challenges faced by partners and maps how our products
and services will help to address their needs
• Identifies risks to the partner that inhibit their stated business goals
• Helps create scalable playbooks and processes around partner interactions and profiles that can be used
across the entire Partner Success team
• Establishes ways to facilitate cross-departmental communication, prioritization, and visibility for Partner
Success 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.
• Exceptional leadership skills with the ability to attract and retain great talent
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in-person, or via email
• Excellent presentation and communication skills
• Strong customer focus and ability to effectively and quickly build relationships and establish trust, respect,
and communication
• Ability to articulate a strong customer point of view and advocate for what customers want/need
• Outgoing personality, detail oriented, and able to work well under pressure
• Technical acumen and business management skills
• Working knowledge of ConnectWise product and platform features, capabilities, and best use
• Ability to quickly grasp and distinctly explain technological and business concepts
• Strong knowledge of the IT Service Provider market and business
• Effective at leading and facilitating executive meetings and workshops
Educational/Vocational/Previous Experience Recommendations:
• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• 2+ years of managerial experience
• Preferred: MBA
• Preferred: 3+ years of SaaS industry experience
Working Conditions:
• Onsite/Hybrid/Remote depending on location
• 20-30% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.
