What are the responsibilities and job description for the Customer Success Manager position at connectwise?
ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Customer Success Manager is responsible for leveraging deep business and industry knowledge to help partners accelerate business value and their ROI with ConnectWise. This role works in partnership with the Sales, Marketing, and Support team(s) to increase value, retention, partner satisfaction and ultimately the expansion of the ConnectWise footprint by maintaining strong relationships with partners. With your consent, reference checks will be conducted prior to receiving an offer.
Essential Duties and Responsibilities:
- 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
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.
- 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
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree required in related field or equivalent business experience
- 6 years of relevant experience
- Preferred: MSP Industry experience
- Preferred: 5 years in SaaS industry
Working Conditions:
- Remote or hybrid depending on location
- 30% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.