ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
Game-changers, innovators, culture-lovers—and humankind.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

GENERAL SUMMARY:

The Regional Account Manager is responsible for daily management and support of our partners, as well as the preservation of revenue and net new opportunities for the Account Management team. This role works cross functionally with internal departments to investigate and resolve complex issues for partners. This is more of an operational role, not a quota carrying position.

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Organized, detail oriented, and self-motivated
• Ability to creatively solve problems and think outside of the box
• Excellent time management and follow through
• Ability to keep multiple projects on track concurrently
• Knowledge of SaaS software sales
• Strong computer skills
• Proven ability to effectively communicate through phone calls and email
• Experience with Microsoft Office applications
• Preferred: MSP/SMB knowledge

EDUCATIONAL/VOCATIONAL/PREVIOUS EXPERIENCE RECOMMENDATIONS:

• Bachelor’s degree required in related field or equivalent business experience
• 4+ years of relevant experience
• Preferred: Experience with account management and technical capacities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides support to the Account Management team, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Sales team through the explanation of facts, policies, and practices
• Supports contractual re-writes, Monthly Recurring Revenue (MRR) swaps/reductions, and credits
• Investigates billing Issues, escalations, and downgrades
• Serves as subject matter expert
• Provides timely reporting of KPI’s, escalations, and other key metrics
• Successfully implements key sales strategies and initiatives
• Resolves cases in a timely and complete manner
• Discovers root cause of an issue and implements solutions
• Acts as the liaison between the Account Management team and Support business units
• Works cross-functionally to drive outcomes and align with business owners/stakeholders

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Organized, detail oriented, and self-motivated
• Ability to creatively solve problems and think outside of the box
• Excellent time management and follow through
• Ability to keep multiple projects on track concurrently
• Knowledge of SaaS software sales
• Strong computer skills
• Proven ability to effectively communicate through phone calls and email
• Experience with Microsoft Office applications
• Preferred: MSP/SMB knowledg