Provides support to the Sales, Marketing, and Support team(s), with a high attention to detail
Researches, analyzes, and documents findings
May coach, review, and/or delegate work to other team members
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
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 to drive resolution in a timely, proactive manner
Travels to partner locations and IT Nation events
Helps create scalable playbooks and process 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

Bachelor’s degree required in related field or equivalent business experience
6+ years of relevant experience
Preferred: 5+ years in SaaS industry
Ability to manage large projects and processes independently with limited supervision
Recognized subject matter expert of industry standards
Ability to situationally adapt and understand new technology/processes as per partner requirements
Strong knowledge of business processes cross-functionally
Ability to quickly grasp and distinctly explain technological and business concepts
Strong knowledge of the IT Service Provider market and business
Technical acumen and business management skills

Equal Opportunity Employer dedicated to building a diverse and inclusive workforce
Workplace free from discrimination and harassment

Partner Success Manager

Key skills