Partner Success Analyst at ConnectWise

Angeles City, Central Luzon, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Minimum of 5 years’ experience in a similar role
Proven ability to develop, implement, and manage scalable customer success programs and projects
Strong project management and organizational skills, with the ability to coordinate cross-functional initiatives and manage multiple priorities independently
Experience in Customer Success field, preferably within a SaaS environment
Proficiency in customer success metrics such as retention rates, CSAT, and NPS, with the ability to translate insights into actionable strategies
Excellent written and verbal communication skills, complemented by strong interpersonal and analytical capabilities
Familiarity with CRM systems and data analysis tools; Salesforce experience preferred
Deep understanding of business processes and the IT Service Provider market highly desirable
Analytical mindset with the ability to interpret data and trends
Technical acumen paired with business management expertise
Preferred: 3+ years of SaaS industry experience

Responsibilities

Drive enhancements to self-service and web-based experiences for the Emerging business customer segment
Collaborate on defining goals and priorities, aligning them with partner use cases and available platforms/tools
Design, implement, and optimize digital programs and adoption campaigns to improve customer enablement and retention
Develop targeted messaging strategies based on adoption milestones, partner journey stages, health scores, and user personas
Collect and analyze customer feedback to continuously refine digital engagement efforts
Support the creation and execution of retention strategies to boost product adoption and customer satisfaction
Monitor and report on customer health scores, satisfaction trends, and key success metrics
Contribute to the development of user-facing content including documentation, tutorials, blog posts, and videos
Ensure content is intuitive, effective, and seamlessly integrated into the customer experience
Partner with cross-functional teams to align internal initiatives with customer-facing programs
Assist in planning, executing, and tracking customer success programs and projects
Identify workflow inefficiencies and support the implementation of process improvements
Maintain and update CRM systems and customer success automation tools to ensure accurate tracking and reporting

Skills

Analytics

Content Marketing

Program Development

Process Improvement

Customer Engagement

Data Analysis

Digital Campaigns

Messaging Strategy

Customer Feedback

Cross-team Collaboration

ConnectWise

Software platform for IT business management

About ConnectWise

ConnectWise provides a software platform designed for Technology Solutions Providers (TSPs) to manage their business operations effectively. The platform includes tools for business management, remote monitoring and management, remote access, and automation of quotes and proposals, as well as conducting cybersecurity risk assessments. It integrates with numerous key vendors, creating a comprehensive ecosystem that supports various IT sector clients in managing their as-a-service business models. Unlike many competitors, ConnectWise emphasizes community engagement through its network, The IT Nation, which promotes collaboration and knowledge sharing among users. The goal of ConnectWise is to empower TSPs to streamline their operations and enhance their service offerings while fostering an inclusive culture that values diverse contributions from its employees.

Tampa, FloridaHeadquarters

1982Year Founded

$569KTotal Funding

SEEDCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Remote Work Options

Risks

Leadership transition may lead to strategic shifts or instability.

Increased competition from companies like Liongard could impact market share.

Integration challenges with PowerDMARC and EasyDMARC may affect operations.

Differentiation

ConnectWise offers a comprehensive software platform for Technology Solutions Providers (TSPs).

The company integrates with hundreds of vendors, creating a robust ecosystem for users.

ConnectWise fosters a highly engaged community, known as The IT Nation.

Upsides

Growing demand for remote monitoring solutions supports ConnectWise's offerings.

The rise of cloud-based solutions aligns with ConnectWise's subscription revenue model.

Increased collaboration in the IT ecosystem benefits ConnectWise's integration strategy.

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