General Summary:
The Partner Success Analyst is responsible for the production of major content assets and programs, with a specialized focus on engagement and adoption of ConnectWise products. Reporting to the head of Emerging Business team within Partner Success, this role will assist in program development, process improvement, cross team collaboration, content marketing and analytics to generate engagement and drive product adoption.
Essential Duties and 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.
Knowledge, Skills, and/or Abilities Required:
- 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.
Educational/Vocational/Previous Experience Recommendations:
- 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
Working Conditions:
- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required For more information, please go to
www.connectwise.com/careers.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ConnectWise is an Equal Opportunity Employer. This document does not create an employment contract, implied or otherwise, other than an at-will relationship. Colleague signature below constitutes the colleague's understanding of the requirements, essential functions, and duties of the position.
