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 Senior Software Consulting is responsible for interacting directly with partners for consulting and
implementation needs. This role works in partnership with cross-functional teams to ensure clients have the
necessary support needed as they become more integrated with ConnectWise products.
Essential Duties & 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
Knowledge, Skills, and/or Abilities Required:
• 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
Educational/Vocational/Previous Experience Recommendations:
• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• Preferred: MBA and industry experience
• Preferred: Experience with ConnectWise products
Working Conditions:
• Onsite/Hybrid/Remote depending on location
• 10-20% 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.
