ConnectWise is the world’s leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what’s possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master’s assistance program and colleague recognition programs.    

General Summary:

A ConnectWise Technical Partner Success Manager leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with ConnectWise. You will align at the technical level of our high touch partners while building and maintaining strong relationships to help these select partners progress on their transformation journey.  Aligning with our high touch partners means that you will become very intimate with their issues and create solutions to resolving those issues utilizing the ConnectWise platform.  The result is increased value, retention, partner satisfaction and ultimately expansion of the ConnectWise footprint. 

Essential Duties and Responsibilities:

• Advise and consult partners by providing strategies to help shape and strengthen their product adoption and utilization leading to tangible outcomes 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
• Propose solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Working collaboratively with the account team and ConnectWise Execs, effectively network within accounts in order to help partners achieve their objectives
• Monitor partner usage data, health indicators, maturity scores, renewal dates and growth opportunities and translate into strategies for success
• Evangelize the capabilities of ConnectWise across the entire platform
• Develop an understanding of typical technical challenges faced by partners and common objectives to appropriately map ConnectWise product features and associated 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 Evolve, Explore, Connect, Secure, and Share

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.

• Navigate customer organizational structures to identify and build relationships with executives and stakeholders
• A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication
• Empathy, humility and listening skills
• Outgoing personality, detail oriented, and be able to work well under pressure
• Technical acumen and business management skills
• Working knowledge of ConnectWise RMM products and platform features, capabilities, and best use
• Technical aptitude in server & network monitoring and desktop maintenance activities
• 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 technical meetings and workshops

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree required 
• 5 years of relevant experience required 
• 3+ years of SaaS industry experience strongly desired
• Experience with IT Managed Services / MSP Channel is strongly desired
• Experience with Cybersecurity Software, such as MDR, EDR, and SIEM is a plus
• Experience with CRM software, such as Salesforce/Gainsight is a plus 

Working Conditions:

• Remote position
• Professional office environment
• Ability to travel up to 20% of the time

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.