General Summary:
The Technical Partner Success Manager is responsible for leveraging deep business, technical, and industry knowledge to partners to help accelerate business value and ROI from their investment with ConnectWise. This role works in partnership with cross functional teams to increase value, retention, and partner satisfaction along with expanding ConnectWise footprint.
Essential Duties and 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 cross functional teams, with a high attention to detail
- May require communication with ConnectWise leadership
- Advises and consults partners by providing strategies to help shape and strengthen their product adoption and utilization leading to tangible outcomes and/or other technical-related goals
- Ensures 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
- Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partner while penetrating the account deeper
- Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
- Monitors partner usage data, health indicators, maturity scores, renewal dates and growth opportunities and translate into strategies for success
- 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
- Identifies risks to the partner achieving their stated business goals
- Acts as an escalation point to drive resolution in a timely, proactive manner
- Travels to partner locations and IT Nations events such as Share, Evolve, Explore and Connect
- Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team
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.
- 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 requirements
- Strong customer focus skills
- Knowledge of SQL and API architectures, security protocols, and integration security would be a bonus
- In depth knowledge of Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) products would be a bonus
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree in related field or equivalent business experience
- 2-4 years of relevant experience
- Preferred: 2+ years in a Software as a Service (SaaS) industry experience
Working Conditions:
- Remote or hybrid depending on location
- 10-20% travel may be required