Technical Partner Success Manager

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!

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 
• In depth knowledge of Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) products

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent work experience
• 8+ years of relevant experience
• Preferred: MBA
• Preferred: 5+ years in a Software as a Service (SaaS) industry experience

Working Conditions:

• Remote or hybrid 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.