‎ConnectWise - Product Adoption Specialist

• Serves as the primary point of contact for partners during the product adoption phase, providing guidance, training, and support throughout the implementation journey. • Develops and executes tailored adoption plans for partners based on their business goals, technical environment, and utilization targets, ensuring alignment with ConnectWise best practices. • Conducts product demonstrations, training sessions, and workshops to educate partners on features, functionality, and optimal configuration approaches. • Applies change management principles and methodologies to help partners overcome resistance, build internal adoption momentum, and embed new workflows into daily operations. • Monitors adoption metrics including feature usage, login frequency, configuration completeness, and engagement levels to identify at-risk partners and proactively intervene. • Creates and maintains adoption resources including playbooks, quick-start guides, video tutorials, and knowledge base articles to scale enablement efforts. • Collaborates cross-functionally with Sales, Implementation, Technical Support, and Partner Success teams to ensure seamless partner experience and successful handoffs. • Documents partner feedback, identifies product enhancement opportunities, and shares insights with Product Management to inform roadmap priorities. • Manages a portfolio of 30-50+ concurrent partner engagements, prioritizing activities based on adoption risk, business impact, and milestone timelines. • Achieves adoption success criteria within defined timeframes (typically 30-90 days), successfully transitioning partners to ongoing Customer Success management upon reaching utilization benchmarks. • Knowledge, skills, and/or abilities required • Demonstrated ability to manage high-volume workloads (30+ concurrent accounts) with strong prioritization and time management skills. • Working knowledge of change management frameworks (ADKAR, Prosci, Kotter) and ability to apply change management best practices to technology adoption scenarios. • Strong technical aptitude with ability to quickly learn complex software platforms and articulate technical concepts to non-technical audiences. • Excellent communication skills (verbal and written) with proven ability to deliver effective training, lead consultative conversations, and build rapport with diverse stakeholders. • Analytical mindset with ability to interpret usage data, identify adoption patterns, and make data-driven recommendations to improve partner outcomes. • Natural curiosity and problem-solving orientation with desire to understand partner business models, workflows, and success drivers. • Proficiency with CRM platforms Salesforce, customer success tools Gainsight and collaboration tools Microsoft Teams. • Comfortable operating autonomously in a fast-paced environment while maintaining attention to detail and commitment to partner experience excellence. • Educational, vocational, previous experience recommendations • Bachelor’s degree in related field or equivalent business experience • 1-3 years of experience in customer onboarding, customer success, technical account management, implementation consulting, or related client-facing role within B2B SaaS. • Experience in the MSP industry, IT services sector, or familiarity with PSA, RMM, cybersecurity, or business management software a plus • Working conditions • Working conditions • Onsite/Hybrid/Remote depending on location • 0-10% travel may be required