Customer Success Specialist

1 week ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines ConnectWise Full time

General Summary:

The Partner Success Specialist is responsible for leveraging deep business and industry knowledge to partners with customers to help them accelerate business value and ROI from their investment with ConnectWise. This role works in partnership with the Services & Support teams to build and maintain strong relationships that lead to increased value, retention, and the expansion of the organization's footprint.

Essential Duties and Responsibilities:

  • Provides support to the cross-functional teams, with a high attention to detail
  • Researches, analyzes, and documents findings
  • May influence others within the Partner Success team through the explanation of facts, policies, and practices
  • Ensures that partners derive maximum value from their investment in the ConnectWise platforms, utilize all of their licenses, identifies new opportunities, and collaborates with other ConnectWise stakeholders to ensure adoption and a successful renewal
  • Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partners while penetrating the account deeper
  • Effectively networks within accounts in order to help partners achieve their objectives
  • Monitors partner usage data, health indicators, maturity score, renewal dates, and growth opportunities to translate into strategies for success
  • Evangelize the capabilities of ConnectWise across the entire platform
  • 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
  • Identifies risks to the partner and looks to resolve to help the partner achieve their stated business goals
  • Navigates customer organizational structures to identify and build relationships with executives and stakeholders

Knowledge, Skills, and/or Abilities Required:

  • Ability to work independently on projects and processes with general supervision
  • Practical knowledge of applicable work area
  • Ability to situationally adapt and understand new technology/processes as per partner requirements
  • A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication
  • Outgoing personality, detail oriented, and be able to work well under pressure
  • Technical acumen and business management skills
  • Working knowledge of ConnectWise product and platform features, capabilities, and best use
  • Strong knowledge of business processes (Sales, Marketing, Service, Support)
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Strong knowledge of the IT Service Provider market and business
  • Effective at leading and facilitating executive meetings and workshops

Educational/Vocational/Previous Experience Recommendations:

  • Bachelor's degree in related field or equivalent business experience
  • 3+ years of relevant experience
  • Preferred: 2+ years of SaaS industry experience

Working Conditions:

  • Onsite/Hybrid/Remote depending on location
  • 0-10% travel may be required

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