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ConnectWise · 3 months ago

Partner Success Analyst

Clark, PHL

Full-time

Onsite

Senior Level

5+ years exp

ConnectWise is an industry and Global leading software company dedicated to the success of technology solution providers. The Partner Success Analyst will focus on engagement and adoption of ConnectWise products by driving enhancements to self-service experiences, collaborating on program development, and analyzing customer feedback to improve product adoption and customer satisfaction.

B2BCloud Data ServicesConsultingInformation TechnologyLegalSaaSSoftware

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

Qualification

Customer Success ProgramsData AnalysisProject ManagementCRM SystemsSaaS ExperienceAnalytical MindsetCommunication SkillsInterpersonal Skills

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