Senior Software Consulting Specialist - BMS

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

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. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference. Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary

The Senior Software Consulting is responsible for interacting directly with partners for consulting and implementation needs. This role works in partnership with cross-functional teams to ensure clients have the necessary support needed as they become more integrated with ConnectWise products.

Responsibilities

• Provides support to the Onboarding & Consulting teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Coordinates all aspects of project implementation, working closely with the client and internal project team
• Manages the workflow/timeline with client start date, while continually updating notes
• Conducts kick-off meetings with new clients to review expectations, project implementation timeline, and plan milestones or deliverables
• Effectively communicates to clients on project status
• Maintains key performance indicators and metrics provided by management
• Coordinates software configurations and consulting via online webinar, email, and phone sessions according to client billable hours
• Conducts technical training, system configuration, and troubleshooting via web-based applications, phone, and/or email
• Supports product installation and configuration during the pre- and post-sale process
• Documents all customer interactions using hosted business automation and ticketing software
• Recommends improvements to product documentation to help customers and minimize client services utilization
• Verifies bugs raised against products and offers advice on resolution, escalating when necessary
• Maintains an average customer survey rating based on department goals
• Assists with projects based on scope, statement of work, and SDLC release support
• Engages in ongoing product cross-training as identified

Requirements

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Application Instructions

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Company Information

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. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.