Senior Partner Success Manager
About The Position
The Senior Partner Success Manager leverages deep business and industry knowledge to help partners accelerate business value and return on investment with ConnectWise. In partnership with cross-functional teams, this role increases value, retention, partner satisfaction, and expansion of the ConnectWise footprint by maintaining strong partner relationships. The role establishes operational plans for the Partner Success team and develops products, processes, standards, and plans that affect functional results. It supports the team, owns communication with key partners and stakeholders, helps partners realize value from the ConnectWise platform, and addresses complex escalations. The position also contributes to scalable playbooks, improves cross-functional communication and processes, and represents ConnectWise at partner locations and events.
Requirements
- Ability to independently manage large projects and processes with limited supervision.
- Recognized expertise in the applicable work area.
- Ability to adapt to situations and understand new technologies and processes based on partner requirements.
- Strong knowledge of cross-functional business processes.
- Ability to quickly grasp and clearly 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 positive partner relationships.
- Bachelor’s degree in a related field or equivalent business experience.
- 8+ years of relevant experience.
Nice To Haves
- Master of Business Administration (MBA).
- 5+ years in the SaaS industry.
Responsibilities
- Establish operational plans for the Partner Success team.
- Develop and implement new products, processes, standards, and operational plans that impact functional results.
- Provide detailed support to the Partner Success team.
- Help partners maximize value from their ConnectWise platform investments by supporting license utilization, identifying opportunities, and collaborating with stakeholders on adoption and successful renewal.
- Propose solutions to partner problems based on the ConnectWise platform and an understanding of each partner’s business.
- Own communication with key partners and stakeholders.
- Define and manage success metrics that are incorporated into solutions or processes and aligned with customer needs and workflows.
- Understand common partner business challenges and objectives, and map ConnectWise platform features and benefits to those needs.
- Act as an escalation point for complex scenarios and drive timely, proactive resolution.
- Travel to partner locations and IT Nation events and represent ConnectWise at internal and external events.
- Contribute to scalable playbooks and processes for partner interactions and profiles across the Partner Success Manager team.
- Identify processes that improve cross-functional communication, prioritization, and visibility for requests and escalations.
- Recommend continuous process and communication improvements to increase efficiency and revenue.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
