Manager, Partner Care Jobs

ConnectWise is the world's leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what's possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master’s assistance program and colleague recognition programs.

General Summary:

The Manager of Partner Care is responsible for leading a team of entry level to experienced professionals focused on leveraging deep business and industry knowledge to partners to help them accelerate business value and ROI from their partnership with ConnectWise. This role supports the Partner Care team in efforts that will lead to increased value, retention, and overall expansion of the ConnectWise footprint by driving growth in our partner base.

Essential Duties and Responsibilities:

• Works with the extended Partner Care team to resolve complex partner issues and escalations
• Interfaces directly with partners to resolve complex technical and relationship issues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Works cross-functionally to understand the needs of the partner to ensure teams are aligned
• Serves as a product evangelist, maintains deep understanding of our products and their value
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Identifies operational improvement opportunities and develops improvement programs
• Supervises support and/or professional level colleagues
• Leads and prioritizes the daily activities of the team
• Sets goals and objectives for team members for achievement of operational results
• Serves as a subject matter expert for Salesforce and Gainsight
• Develops, analyzes, delivers, and reviews operational reporting with internal stakeholders
• Serves as escalation point to clarify issues, provide input, and feedback to improve our overall service
• Leads cross-functional projects to drive process and product improvements
• Manages, mentors, and coaches to develop a collaborative and dynamic team

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 complex customer issues and driving a successful outcome
• Strong organizational skills to give the team direction
• Ability to analyze data using various tools including Excel
• Knowledge of Salesforce and Gainsight
• Ability to develop concise reporting tools and plans
• Professional presence suitable for interaction in meetings, in-person, or via email, as well as at internal and external facing events
• Willingness to work in a team environment
• Exceptional leadership and customer service skills
• Excellent analytical and problem-solving skills
• Excellent presentation and communication skills

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 2+ years of managerial experience
• 5+ years of relevant experience

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 10-20% 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 [email protected] or 1-800-671-6898.