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ConnectWise · 3 hours ago

Sr. Manager, Partner Success

Clark, PHL

Full-time

Onsite

Senior Level

ConnectWise is an industry and Global leading software company dedicated to the success of technology solution providers. The Sr. Manager of Partner Success is responsible for leading a team focused on driving customer success, loyalty, and growth by delivering a best-in-class customer experience along with impactful outcomes.

B2BCloud Data ServicesConsultingInformation TechnologyLegalSaaSSoftware

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 stakeholders 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

Qualification

Customer success managementTeam leadershipCross-functional collaborationData analysisProcess improvementCoachingMentoringRelationship building

Required