ConnectWise

IT Support

• Support Windows and MAC desktop and laptop computers via phone, chat, and email
• General access and connectivity issues
• Support and solve desktop application issues; elevate to Level 2 as needed
• Basic administration of user accounts and groups
• Take ownership of trouble tickets, working and tracking issues to resolution
• Record detailed information into Service Desk ticketing system
• Support for mobile devices such as iPhones, Blackberries, and Android phones
• Occasionally act as a liaison between Partners/Clients and NOC team in India
• Utilize support applications to ensure timely resolution of client issues.

Help Desk Services Technician I

Operations

• Provides support to cross-functional teams, with a high attention to detail
• Serves as an administrator and champion for assigned systems and software
• Researches, analyzes, and documents findings
• Implements new processes, procedures, systems, and automation when applicable
• Leads efforts for surveys and other research to gather data for analysis
• Coordinates cross-functional communication to align initiatives and strategies to drive efficiency

Customer Operations Analyst

Salesforce Administrator

• Provides support to the Business Applications teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Serves as primary system administrator for the Salesforce environment
• Handles all basic administrative functions including user account maintenance, reports and dashboards, workflows, and other routine tasks
• Completes regular internal system audits and prepares for upgrades
• Manages Salesforce data feeds and other integrations
• Coordinates the evaluation, scope, and completion of new development requests
• Works with our institutional management team to establish suitable processes to support administrative, development, and change management activities
• Manages the training of new users and grows the Salesforce skill set across the organization
• Effectively acts as the liaison between our users, vendors, and the application development teams
• Works independently with members of the user community to define and document development requirements
• Assesses the impact of new requirements on Salesforce and all upstream and downstream applications, systems, and processes
• Serves as escalation point for Salesforce related questions and issues
• Evaluates information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs

Senior Salesforce Administrator

Recruitment

• Provides support to the Talent Acquisition team, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Conducts job intake meetings with hiring managers at the beginning of the recruitment process
• Sources and recruits qualified applicants to fill open positions
• Screens, interviews, and recommends prospective colleagues to management for assigned open positions
• Ensures candidates have a complete understanding and realistic picture of responsibilities, compensation, training, schedule requirements, benefits, career opportunities and serves as the candidates’ advocate during the recruitment process
• Makes hiring recommendations and notifies applicants of consideration or declination
• Conducts, reviews, and communicates results of applicant testing
• Sources through creative networking sources, job boards, applicant databases, internet recruiting resources, social media, recruiting firms, and employee referrals
• Develops reporting and utilizes recruitment software as appropriate for data driven insights
• Maintains current job opportunities on company intranet, website, and various job boards
• Collaborates with management to communicate various Human Resources employment policies and procedures
• Remains in compliance with HR laws and adheres to company and department policies and procedures
• Maintains current knowledge of Equal Employment Opportunity (EEO) and affirmative action guidelines and laws
• Researches and drives initiatives to promote diversity applicant sourcing methods

Talent Acquisition Business Partner

Program Manager

• Responsible for delivering value and ensuring the success of interactions with partners.
• Works in partnership with the Service Delivery teams to create an excellent customer experience for end-customers and business partners and ensure ever-improving customer support.

Program Manager – AI Support Specialist

• The Program Manager/Service Delivery Manager is responsible for delivering value and ensuring the success of interactions with partners.
• Works in partnership with Service Delivery teams to create an excellent customer experience for end-customers and business partners and ensure ever-improving customer support.

Program Manager – ERP, Data Specialist

Salesforce Consultant

• The Program Manager/Service Delivery Manager is responsible for playing an essential role in delivering value and ensuring the success of interactions with partners.
• This role works in partnership with the Service Delivery teams to create an excellent customer experience for end-customers and business partners and ensure ever-improving customer support.

Program Manager – Salesforce Specialist

• Handle the full recruitment lifecycle for North America Sales Org
• Guide hiring managers through requisition approval process
• Assist with job descriptions and build recruiting strategies
• Screen and recommend candidates for positions
• Negotiate the offer process

Sales Talent Acquisition Business Partner

Help Desk Technician I

Customer Success Manager

• The Partner Success Manager is responsible for leveraging deep business and industry knowledge to help partners accelerate business value and their ROI with ConnectWise.
• This role works in partnership with the Sales, Marketing, and Support team(s) to increase value, retention, partner satisfaction and ultimately the expansion of the ConnectWise footprint by maintaining strong relationships with partners
• Provides support to the Sales, Marketing, and Support team(s), with a high attention to detail
• Researches, analyzes, and documents findings
• May coach, review, and/or delegate work to other team members
• Ensures that partners receive maximum value from their investments in the ConnectWise platform
• Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business
• 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
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Travels to partner locations and IT Nation events
• Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team
• Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations

Partner Success Manager

Manager

• Sets day to day operational objectives for the Partner Solutions Expert team
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Leading and managing the team to deliver advanced technical guidance, best practices, and comprehensive technical enablement and training to partners during onboarding, implementation, and ongoing optimization phases.
• Ensuring the Partner Success Team is equipped with the necessary knowledge and tools to effectively support partners by providing ongoing training and development opportunities.
• Providing additional technical coverage on strategic accounts as needed by Partner Success Managers (PSMs) and supporting PSMs during critical partner engagements, technical reviews, and escalations.
• Collaborating with Product Management to prioritize feature requests and enhancements based on partner feedback and business impact, ensuring alignment with partner needs

Manager, Solution Consulting

Support Engineer

• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
• Contributes to written articles for internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience

Technical Support Specialist I

Director

• Sets goals and objectives for team members for achievement of migration results
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, partners, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align initiatives and strategies to drive efficiency
• Serves as the escalation point for issues with sku, migration tools, quoting processes, renewal processes at time of migration and cross-departmental RACI understandings.
• Coordinates cross-functionally for approvals, escalations, discounts, and MRR reductions
• Communicates team metrics and recommends improvements to leadership
• Maintain our Migration playbook and processes to stay current on policies and procedures
• Manages and facilitates ongoing team training programs to ensure compliance with standard processes
• Identifies process gaps and provides solutions to leadership

Director, Migrations

Digital Marketing

• Owns the setup, execution, and optimization of display and Connected TV campaigns across programmatic and direct platforms.
• Manages audience targeting, creative trafficking, budget pacing, and performance monitoring for display and CTV initiatives.
• Partners with the Senior Digital Marketing Manager, Paid Social and Digital Marketing Manager, Paid Search to support campaign launches across paid social, paid search, and review site platforms.
• Assists in campaign builds, QA, keyword uploads, audience segmentation, and ad creative implementation across multiple advertising channels.
• Monitors campaign performance daily and implements optimizations to improve key metrics including CTR, engagement, CPL, and conversion rates.
• Supports A/B testing initiatives across creative, targeting, and landing page experiences.
• Collaborates with Marketing Operations and Web teams to ensure accurate tracking, tagging, and attribution.
• Maintains campaign documentation, naming conventions, and budget trackers to ensure operational excellence.
• Provides performance insights and reporting summaries to support broader digital marketing reviews.
• Stays informed on digital advertising best practices and emerging platform capabilities.
• Evaluates and tests emerging search and AI-driven advertising formats, including new placements within generative and AI-powered search experiences, and makes recommendations on scalable opportunities.
• Stays current on platform updates, automation advancements, and search best practices, proactively recommends innovation opportunities, and supports additional digital marketing initiatives as needed.

Digital Marketing Specialist

• Owns the end-to-end strategy, execution, and optimization of paid search campaigns across Google Ads, Microsoft Ads, and YouTube.
• Manages campaigns directly in platform on a daily basis, including keyword strategy, bid management, audience targeting, ad copy testing, and budget allocation.
• Develops and executes full-funnel paid search strategies aligned to marketing priorities, product focus areas, and pipeline targets.
• Continuously monitors and optimizes campaign performance to improve key metrics including CPL, CTR, CVR, impression share, ROAS, and pipeline contribution.
• Conducts ongoing keyword research, competitive analysis, and search query mining to identify growth opportunities and eliminate inefficiencies.
• Partners closely with Demand Generation, Product Marketing, and Creative teams to align messaging, offers, and landing pages to campaign objectives.
• Collaborates with Marketing Operations and Web teams to ensure accurate tracking, attribution, and conversion rate optimization.
• Manages in-platform budgets to ensure accurate pacing and efficient allocation of spend across campaigns, products, and markets.
• Leads testing strategies across ad copy, landing pages, bidding strategies, and audience segmentation to drive continuous performance improvement.
• Provides regular reporting and performance insights to stakeholders and translates campaign data into actionable recommendations.
• Evaluates and tests emerging search and AI-driven advertising formats, including new placements within generative and AI-powered search experiences, and makes recommendations on scalable opportunities.
• Stays current on platform updates, automation advancements, and search best practices, proactively recommends innovation opportunities, and supports additional digital marketing initiatives as needed.