At a Glance
- Tasks: Help partners succeed by leveraging your industry knowledge and building strong relationships.
- Company: Join ConnectWise, a leading software company with a vibrant, inclusive culture.
- Benefits: Enjoy remote work options, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on diversity and inclusion.
- Why this job: Make a real impact by helping partners maximise their business value with innovative solutions.
- Qualifications: Bachelor’s degree and 6+ years of relevant experience in the SaaS industry.
The predicted salary is between 54000 - 66000 £ per year.
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.
General Summary:
The Partner 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.
- 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 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.
Knowledge, Skills, and/or Abilities Required:
- 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: Master of Business Administration (MBA).
- Preferred: 5+ years in SaaS industry.
Working Conditions:
- Remote or hybrid depending on location.
- Only candidates in UK.
- 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.
Partner Success Manager employer: ConnectWise
ConnectWise is an exceptional employer that fosters a vibrant and inclusive work culture, where every colleague's unique contributions are valued. With a strong focus on employee growth, ConnectWise offers numerous opportunities for professional development and collaboration within a community-driven environment. Located in the dynamic EMEA region, this role not only allows you to engage with leading technology solution providers but also empowers you to make a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Partner Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ConnectWise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ConnectWise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Partner Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ConnectWise:Your cover letter is your chance to shine! Tell us why you want to work at ConnectWise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ConnectWise!
How to prepare for a job interview at ConnectWise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
