Partner Success Manager

As a Partner Success Manager at ConnectWise, your key responsibilities involve leveraging your business and industry knowledge to help partners achieve maximum value from their investments in the ConnectWise platform. You'll provide comprehensive support to cross-functional teams, analyze business needs, propose tailored solutions, and ensure high levels of partner satisfaction and retention.

To become a Partner Success Manager at ConnectWise, you should possess a strong understanding of business processes and IT service provider markets. Experience managing complex projects independently is essential, along with excellent communication skills to explain technological concepts clearly. Industry-specific expertise, alongside a genuine passion for helping partners succeed, is highly valued.

At ConnectWise, the work environment for a Partner Success Manager is dynamic and inclusive. You will have the flexibility to work in a hybrid model, combining remote and onsite interactions. Expect to engage in meaningful collaboration with talented colleagues and partners, creating an atmosphere that encourages innovation and professional growth.

A Partner Success Manager significantly contributes to the growth of ConnectWise by nurturing relationships with partners and ensuring they leverage the full potential of the ConnectWise platform. By enhancing partner satisfaction and retention, you help expand the ConnectWise footprint and drive revenue growth, ultimately supporting the company’s mission.

As a Partner Success Manager at ConnectWise, you can expect to travel approximately 10% of the time. This travel may include visits to partner locations and attendance at significant events like IT Nation. This aspect of the job allows you to build relationships face-to-face while gaining deeper insights into partner operations.

In your response, focus on a specific example where you identified key challenges the partner was facing and laid out a strategic plan that employed the platform’s features. Highlight your analytical skills and how your proactive engagement led to measurable improvements in their ROI.

Discuss your approach to organization and prioritization by mentioning tools or methods you use to keep track of priorities. Emphasize your ability to balance urgent requests with long-term projects and how you maintain open communication with partners.

Highlight your focus on regular communication, setting up feedback sessions, and seeking to understand their needs and pain points. Mention the importance of being proactive and responsive and how building trust is essential in maintaining long-lasting partnerships.

Share an experience from a past role that required working across multiple departments. Explain how you facilitated effective communication and collaboration through regular meetings, shared goals, and utilizing collaborative tools, ensuring everyone stayed aligned and engaged.

Discuss the importance of mentorship and providing constructive feedback. Share your methodology for coaching, including understanding the junior team member's learning style and providing tailored guidance while encouraging independent problem-solving.

Provide a specific scenario, detailing the challenges faced, the steps you took to analyze the situation, and the solution you implemented. Highlighting your problem-solving skills and ability to think critically under pressure will demonstrate your capability in this role.

Mention specific CRM systems, analytics tools, or other technologies you have used to track partner interactions and performance metrics. Explain how these tools helped you gain insights into partner needs and improve satisfaction.

Discuss the importance of continuous learning and staying informed. Mention resources such as industry reports, webinars, and networking events that you regularly engage with to ensure you remain knowledgeable about trends and challenges faced by partners.

Highlight important metrics such as partner satisfaction scores, retention rates, revenue growth attributable to the partnership, and platform adoption levels. Explain why these metrics matter and how they guide your strategies as a Partner Success Manager.

In your answer, align your personal values and career goals with ConnectWise’s mission and culture. Discuss your passion for helping technology providers succeed and how you believe your experience and skills can contribute to the company’s vision.