Senior Partner Success Specialist

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 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 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