Job Description

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 & 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. External Skills And Expertise 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 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

foundit