Goodweek

Account Manager

• Answer requests from MSPs/Distributors by phone, email, or chat.
• Join live calls or watch Fathom recordings within 24 hours of the meeting.
• Write a bug ticket that Engineering can act on: a short video clip, clear steps to reproduce, environment details, what should happen vs. what actually happens, and the business impact.
• Run the weekly bug review meeting with Product and Engineering.
• Send regular updates to every MSP/Distributor affected by an issue: when a fix is ready, when a timeline changes, or when a workaround is available.
• Help unblock MSPs/Distributors during their deployment phase when something blocks progress.

Partner Support Manager

• handling inbound operational support requests
• troubleshooting reported issues
• qualify each request, gather all the information needed for resolution
• escalate to Product and Engineering with a clean, actionable brief
• keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships
• Track every open bug and feature request from intake → triage → fix → release → MSP communication
• Run the weekly bug triage with Product and Engineering

• Manage the Enablement, Activation, and Growth phases for MSP partners
• Run the training meetings during Enablement
• Drive the partner through Activation
• Help drive their growth
• Run multiple MSPs in parallel

Partner Support Manager

Partner Support Manager

Partner Enablement Manager