Manager, Partner Success

General Summary:

The Manager of Partner Success is responsible for leading a team of entry level to experienced professionals
focused on driving customer success loyalty and growth by delivering a best-in-class customer experience along
with impactful outcomes. This role supports the Partner Success team in increasing the value retention partner
satisfaction and expansion of the organizations footprint

Essential Duties and Responsibilities:

Sets goals and objectives for team members for achievement of operational results
Supervises support and/or professional level colleagues
Ensures policies practices and procedures are understood and followed by direct reports customers and
stakeholders
Leads and prioritizes the daily activities of the team
Manages mentors and coaches to develop a collaborative and dynamic team
Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
Develops a team with a passion for building deep expertise with regards to their customers and
specialties creating strong and trusting relationships with their assigned customer groups and combining
that trust and expertise to offer proactive advice and solutions that fuel customers success
Aligns at the leadership level of our high touch partners while building and maintaining strong
relationships
Trains and develops colleagues through reviews formal training conversations and written
communication
Reviews existing processes and implements new processes to improve the efficiency of the Partner
Success team
Ensures that partners derive maximum value from their investment in the ConnectWise platform utilizing
all of their licenses identifying new opportunities and collaborating with other stake holders to ensure
adoption and a successful renewal
Acts as an escalation point to drive resolution in a timely proactive manner
Monitors dashboards and reporting to ensure the team is meeting goals
Builds and nurtures relationships across accounts to solidify our partnership and commitment to the
partner
Navigates customer organizational structures to identify and build relationships with executives and
stakeholders
Proposes solutions to partner problems based on the platform and deep understanding of the partners
business
Collaborates with cross-functional teams to help partners achieve their objectives
Analyzes partner usage data health indicators maturity scores renewal dates and growth opportunities
and translates this data into strategies for success
Develops an understanding of typical business challenges faced by partners and maps how our products
and services will help to address their needs
Identifies risks to the partner that inhibit their stated business goals
Helps create scalable playbooks and processes around partner interactions and profiles that can be used
across the entire Partner Success team
Establishes ways to facilitate cross-departmental communication prioritization and visibility for Partner
Success requests and escalations

Knowledge Skills and/or Abilities Required:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exceptional leadership skills with the ability to attract and retain great talent
Willingness to work in a team environment
Strong organizational skills to give the team direction
Professional presence suitable for interaction in meetings in-person or via email
Excellent presentation and communication skills
Strong customer focus and ability to effectively and quickly build relationships and establish trust respect
and communication
Ability to articulate a strong customer point of view and advocate for what customers want/need
Outgoing personality detail oriented and able to work well under pressure
Technical acumen and business management skills
Working knowledge of ConnectWise product and platform features capabilities and best use
Ability to quickly grasp and distinctly explain technological and business concepts
Strong knowledge of the IT Service Provider market and business
Effective at leading and facilitating executive meetings and workshops

Educational/Vocational/Previous Experience Recommendations:

Bachelors degree in related field or equivalent business experience
4 years of relevant experience
2 years of managerial experience
Preferred: MBA
Preferred: 3 years of SaaS industry experience

Working Conditions:

Onsite/Hybrid/Remote depending on location
20-30% travel may be required