Senior Partner Success Manager (Remote)

ConnectWise; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

ConnectWise is seeking a Senior Partner Success Manager to leverage deep business knowledge and industry experience to help partners accelerate value and ROI with ConnectWise. You will collaborate with cross-functional teams to increase partner value, retention, and renewals while maintaining strong partner relationships.

You will travel to partner locations and events as needed and work to define success metrics integrated into solutions and workflows to address partner needs.

Qualifications

• Ability to manage large projects and processes independently with limited supervision.
• Recognized expert in applicable work area.
• Ability to adapt and understand new technology/processes per partner requirement.
• Strong knowledge of business processes cross-functionally.
• Strong ability to explain technology and business concepts.
• Strong knowledge of the IT Service Provider market.
• Strong technical acumen and business management skills.
• Ability to resolve escalated scenarios with partners.

Responsibilities

• Establishes operational plans for the Partner Success team.
• Develops and implements new products, processes, standards, or plans.
• Provides support to the Partner Success team with attention to detail.
• Communicates with ConnectWise leadership as needed.
• Ensures partners receive maximum value and drives renewals, adoption, and expansion.
• Proposes solutions based on the ConnectWise platform and partner business.
• Owns communication with key partners and stakeholders.
• Drives the definition of success metrics aligned with customer needs and workflows.
• Maps ConnectWise features to partner business challenges.
• Acts as escalation point for complex scenarios to drive timely resolution.
• Travels to partner sites and events.
• Creates scalable playbooks for partner interactions across the team.
• Identifies processes to improve cross-functional communication and visibility.
• Recommends continuous process improvements to increase efficiency and revenue.

Skills

Project management

Cross-functional knowledge

Technical acumen

Escalation handling

Partner communication

Education

Bachelor's degree or equivalent

MBA preferred

Tools

CRM systems

Job description

Senior Partner Success Manager

Location: US - Remote

Department: Partner Enablement

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 Partner Success Manager is responsible for leveraging deep business and industry knowledge to help partners accelerate their business value and ROI with ConnectWise. This role works in partnership with cross functional teams to increase value, retention, partner satisfaction and ultimately, the expansion of the ConnectWise footprint by maintaining strong relationships with partners.

Essential Duties & 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 the Partner Success team, with a high attention to detail
• May require communication with ConnectWise leadership
• Ensures that partners receive maximum value from their investments in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other ConnectWise stakeholders to ensure adoption and a successful renewal
• Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• Owns communication with key partners and stakeholders
• Drives the definition and management of success metrics to ensure they are built into the solution or process in line with customer needs and workflows
• 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
• Acts as an escalation point for complex scenarios to drive resolution in a timely, proactive manner
• Travels to partner locations and IT Nation events and represents ConnectWise at internal and external facing events
• Contributes towards creating scalable playbooks and processes around partner interactions and profiles that can be used across the entire PSM team
• Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations
• Recommends continuous improvement in processes and communication to continuously work towards increased efficiency and revenue

Knowledge, Skills, and/or Abilities Required:

• 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 requirement
• Strong knowledge of business processes cross-functionally
• Strong ability to quickly grasp and distinctly explain technological and business concepts
• Strong knowledge of the IT Service Provider market and business
• Strong technical acumen and business management skills
• Ability to resolve escalated scenarios while maintaining a positive relationship with partners

Educational/Vocational/Previous Experience Recommendations:

• Bachelor's degree in related field or equivalent business experience
• 8+ years of relevant experience
• Preferred: Master of Business Administration (MBA)
• Preferred: 5+ years in SaaS industry

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 25-35% 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 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 [e-mail] or 1-800-671-6898.