ConnectWise

Customer Support

• Provide support to ConnectWise partners with a high attention to detail
• Research, analyze, and document findings
• Interact with partners via email, phone, chat, cases, and remote sessions
• Maintain a knowledge base of products and services
• Discuss partners’ operational challenges and evaluate business data to identify opportunities to optimize business strategies
• Provide guidance and perform regular queue reviews for junior team members
• Identify and escalate trending issues and potential software defects to leadership and development
• Act as an escalation point for complex issues
• Contribute written articles to internal and external knowledge bases
• Identify and escalate situations requiring urgent attention
• Document partner interactions, troubleshooting, results, and customer feedback for Engineering
• Manage a queue of resolving support cases
• Apply best practices from technical documentation and provide solutions based on diagnosis
• Communicate new release features and improvements to partners

Software Support Specialist II

Product Marketing

• Conceive, develop, and maintain integrated go-to-market strategies that drive demand in assigned markets
• Support cross-functional teams to achieve successful go-to-market outcomes
• Research, analyze, and document findings
• Coach and review the work of other team members
• Design, deliver, and execute marketing and communication strategies
• Analyze marketing strategy performance and recommend improvements
• Model new product plans and routes to market, including required resources and payback periods
• Establish relationships with executive leaders and present product functionalities
• Drive end-to-end planning processes and core priority setting
• Align with business owners and stakeholders, mitigate risk, and deliver value to internal and external customers
• Drive business evolution through simplification and transformation activities
• Develop and manage positioning and messaging for product expansion strategies in new markets
• Identify customer needs, oversee market research, and monitor market trends and competitive landscapes
• Communicate product value propositions and develop sales enablement tools
• Monitor internal processes for efficiency and validity before and after go-to-market
• Manage market persona mapping and marketing intelligence
• Assist marketing programs that drive product demand in assigned markets
• Collaborate cross-functionally to determine the why, what, and when of products and position them effectively
• Foster relationships to create new products and enhance existing product functionality and lines
• Assist with market requirements, total addressable market analysis, and competitive landscape assessment
• Gather partner input and communicate product strategies
• Assist with training material messaging and educational content
• Identify opportunities to out-position competitors based on product differentiation

Product Marketing Manager

Product Manager

• Lead a global team of entry-level to experienced product management professionals
• Oversee integrated platforms and develop the department’s vision, strategy, and execution aligned with company goals
• Set team goals and objectives and manage multiple teams
• Communicate with and influence executive leadership
• Own short- to mid-term execution of functional strategy and operational direction
• Lead and prioritize daily team activities
• Manage, mentor, and coach team members
• Coordinate cross-functional communication and initiatives
• Participate in go-to-market messaging, positioning, and strategy
• Engage customers and prospects to define market requirements and translate them into product requirements
• Represent ConnectWise at customer engagements, analyst events, conferences, and other venues
• Build, measure, and refine product requirements and user experience analysis processes
• Co-create and manage product lifecycle and software development lifecycle
• Manage strategic partner, customer, provider, joint venture, and subsidiary relationships
• Conduct market, customer, competitive, and product research
• Develop functional specifications, user interface designs, prototypes, validation tests, and usability tests
• Deliver product materials to marketing and sales teams
• Lead approval, training, and communication for new products and product changes
• Monitor internal processes before and after product launches or changes
• Deliver timely, high-quality product releases that solve partners’ business problems

Director, Product Management

• Lead a global Product Management team from entry level through experienced professionals
• Develop the department’s vision, strategy, and execution aligned with company goals
• Set team goals and objectives and manage multiple teams led by experienced managers
• Own short- to mid-term strategy execution and operational direction
• Lead and prioritize daily team activities
• Manage, mentor, and coach a collaborative global team
• Coordinate cross-functional communication to drive product roadmaps and innovative requirements
• Scale and expand data and analytics platforms
• Develop functional specifications, product and user interface designs, prototypes, validation tests, and usability tests
• Gather and evaluate product and market requirements through customer, market, competitive, and product research
• Lead product change development, approval, training, and communication
• Build, measure, and refine product requirements and user experience analysis processes
• Deliver timely, high-quality product releases addressing partners’ business problems
• Participate in go-to-market messaging, positioning, and strategy
• Manage strategic contractual, technical, and consulting relationships
• Improve pre- and post-launch internal processes
• Develop product materials for marketing and sales teams
• Oversee product lifecycle management and software development lifecycle
• Translate customer and prospect requirements into deliverable engineering specifications
• Represent ConnectWise at customer engagements, analyst events, conferences, and other venues

Senior Director, Product Management

Social Media Manager

• Develop and execute a comprehensive B2B social media strategy across core corporate social channels
• Own day-to-day platform governance, publishing, listening, and reporting using Sprinklr
• Implement and refine AI-driven workflows including automated tagging, LLM copywriting, smart scheduling, and social listening summarization
• Plan and execute experiential social marketing strategies for major events
• Create, curate, and optimize short-form content for IT professionals, MSP owners, and tech leaders
• Monitor and nurture the online community and respond to mentions and inquiries
• Develop social content supporting executive thought leadership, media engagements, and company narratives
• Lead employee advocacy initiatives
• Partner with Corporate Communications and executive stakeholders on executive social presence and content amplification
• Track channel performance, competitive sentiment, and share of voice; provide actionable insights and reporting
• Evaluate emerging social trends, algorithm updates, and platform changes to optimize performance
• Design and deliver social selling and social advocacy training for sales teams and subject-matter experts

Content Manager

• Lead the combined Content Strategy & Corporate Communications function
• Translate ConnectWise business priorities into a clear, consistent, measurable content and communications engine
• Lead narrative evolution and governance, content strategy, editorial direction, executive communications and thought leadership, public relations, internal and partner communications, social and community engagement, reputation reporting, crisis communications readiness, and communications operations
• Manage a multidisciplinary team of content and communications professionals
• Build the operating model, tools, reporting, AI-enabled workflows, and governance needed to improve quality, speed, consistency, stakeholder alignment, reputation visibility, partner experience, and measurable business impact
• Own execution of the content and communications strategy, operating plan, and roadmap aligned to ConnectWise priorities
• Govern ConnectWise messaging across brand, product, partner, event, executive, demand generation, social, PR, internal, and sales/partner enablement content
• Provide editorial direction for blogs, long-form assets, executive thought leadership, event content, partner-facing communications, internal updates, media materials, and reputation-sensitive messaging
• Oversee content, public relations, social media, experiential content, and editorial production leaders
• Lead executive communications and thought leadership strategy with executives, agencies, and stakeholders
• Own reporting and analysis covering content performance, share of voice, sentiment, reach, engagement, media quality, social/community insights, executive visibility, and communications engagement
• Lead crisis communications strategy, readiness, monitoring, escalation, execution, and post-incident learning
• Build reputation-monitoring and automation operating models across media, social channels, Reddit, online communities, and third-party forums
• Build and optimize tools, dashboards, AI-enabled workflows, automation, templates, playbooks, intake processes, governance, review cycles, and measurement cadences
• Lead, prioritize, mentor, and coach team members; clarify roles, goals, development plans, decision rights, operating cadences, and success measures

Software Support Specialist II

Product Marketing Manager

Director, Product Management

Senior Director, Product Management

Social Media Manager

Senior Director, Content Strategy – Corporate Communications