Product Adoption Specialist
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.
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General Summary
The Product Adoption Specialist is responsible for driving the successful adoption and utilization of ConnectWise products among new and existing partners. This role works in partnership with the Partner Success team to accelerate time-to-value, optimize product usage, and enable partners to achieve their business objectives through effective change management and best practice implementation. The Product Adoption Specialist manages a high volume of partner engagements on a time-bound basis, guiding partners through critical adoption milestones until established utilization thresholds are achieved.
Essential Duties and Responsibilities
- 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
- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.