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 at ConnectWise value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, master’s assistance program and colleague recognition program.    

General Summary:

A ConnectWise 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 leadership 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 end result is increased value, retention, partner satisfaction and ultimately expansion of the ConnectWise footprint.

Essential Duties and Responsibilities:

• Ensure that partners derive maximum value from their investment in the ConnectWise platform, utilize all of 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 while penetrating the account deeper
• Propose solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Working collaboratively with the account teams 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 business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business 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 Share, Evolve, Explore and Connect
• Help create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team
• Identify processes to facilitate cross departmental communication, prioritization, and visibility for PSM 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.

• General knowledge of the ConnectWise products and platform features, capabilities, and best use
• Expert knowledge of a minimum of 2 ConnectWise products an able to conduct both product health checks and product mentoring sessions 
• Navigate customer organizational structures to identify and build relationships with executives and stakeholders.
• A strong customer focus and ability to build relationships and establish trust, respect, and communication effectively and quickly.
• Possess technical acumen and business management skills.
• Strong knowledge of business processes (Sales, Marketing, Service, Support)
• 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
• Exceptional time management and project management skills

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree required
• MBA preferred but not required
• 6 years of relevant experience required
• 5+ years of SaaS industry experience strongly desired

Working Conditions:

• Professional office environment
• Ability to travel 30% of the time
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The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ConnectWise is an Equal Opportunity Employer.