Sep 2024 – Jul 2025 · 10 mos

• As a Manager of Partner Success, I lead and empower a high-performing team of Partner Success Managers dedicated to maximizing our partners' ROI and driving their business growth. My focus is on cultivating strong partner relationships, increasing product adoption, and ensuring exceptional customer satisfaction across the lifecycle. I achieve this by providing strategic guidance, fostering continuous team development, and championing data-driven approaches to achieve and exceed key performance indicators. My leadership directly contributes to enhanced partner loyalty, increased retention, and sustainable recurring revenue for ConnectWise.
• Strategic Team Leadership: Lead, mentor, and develop a high-performing team of Partner Success Managers, fostering a culture of excellence and continuous improvement.
• Performance & Growth: Drive team performance through effective goal setting, regular coaching, and data-driven insights to achieve and exceed KPIs related to partner satisfaction, retention, and product adoption.
• Cross-functional Collaboration: Partner closely with Sales, Product, and Support teams to optimize the partner journey, resolve complex issues, and align strategies for mutual success.
• Talent Development & Onboarding: Design and implement comprehensive training and onboarding programs, ensuring rapid ramp-up and ongoing professional development for team members.
• Conflict Resolution & Problem Solving: Provide expert guidance and resolution for complex partner challenges, ensuring positive outcomes and strengthening relationships.

Jul 2024 – Aug 2024 · 1 mo

• As a Team Lead for Partner Success at ConnectWise, I am instrumental in guiding our partners to unlock the full potential of their investment and accelerate their business growth. I combine deep industry expertise with strategic leadership to manage the onboarding of new Partner Success Managers (PSMs), establish and exceed team performance metrics, and oversee the successful execution of critical projects. I work closely with both high-touch partners and our PSMs, providing creative solutions and leveraging the ConnectWise platform to resolve complex issues and build enduring partnerships. My focus is on driving tangible business value for our partners while cultivating a high-performing, customer-centric team.
• Key Responsibilities:
• Lead and mentor a high-performing Partner Success team, driving exceptional customer value and fostering strong partner engagement.
• Develop and scale efficient onboarding programs for new Partner Success Managers, ensuring rapid integration and productivity.
• Provide continuous coaching, training, and support to PSMs, aligning their development with company strategy and evolving market needs.
• Cultivate and strengthen relationships with key accounts, solidifying partnerships and identifying opportunities for deeper platform adoption.
• Strategically propose and implement solutions leveraging the ConnectWise platform, directly addressing partner business challenges and objectives.
• Collaborate cross-functionally with account teams and ConnectWise executives to expand network within partner organizations and facilitate achievement of partner goals.
• Analyze and articulate common business challenges faced by partners, effectively mapping ConnectWise platform features to deliver impactful business benefits.

Jul 2023 – Jul 2024 · 1 yr

May 2022 – Jul 2023 · 1 yr 2 mos

• Working to make partners successful by providing a blend of account management with technical expertise. I bridge the gap between support, sales, and consulting to keep implementations on track and assist partners with understanding how features and functionality can drive revenue in their business model.

Jan 2017 – May 2022 · 5 yrs 4 mos

May 2014 – Jan 2017 · 2 yrs 8 mos

• Senior Technical resource for all aspects of operation, integration and support.
• Additional responsibilities include providing colleagues with assistance in resolving escalated support issues. Working with our internal development team, product management team and senior management to resolve critical issues. Ensuring that escalated issues are validated and accurately documented prior to Development involvement. Providing feedback on procedural and technical issues related to best practices and implementing changes as required.

Nov 2012 – Oct 2016 · 3 yrs 11 mos · Riverview, FL

• Montecalvo Photography is a family owned, small business in the Tampa Bay area that works to capture the moments most precious to your family. Whether it's maternity photos showing the very start of your family, special events from baptisms to graduations, or yearly photos to see how the kids have grown, we're happy to be there with you.
• Marc has been photographing life's happenings since 2007. It started as a side hobby that blossomed into a passion shortly before his honeymoon to Australia. Since then he hasn't been able to put his camera down.

Dec 2009 – Aug 2012 · 2 yrs 8 mos · Tampa/St. Petersburg, Florida Area

• ● Work closely with development team and act as the main interface for the support department
• ● QA new builds and hotfixes coming from development and coordinate the rollout
• of the updates to clients
• ● Act as the lead for the support team on all Microsoft SQL database issues and the backend
• of our software
• ● Assist with agent technical development leading to increased employee efficiency
• ● Implement new client server installations as well as existing server migrations
• ● Diagnose and repair software failures for doctor’s offices and billing companies
• ● Train clients on use of our various software products
• ● Advise clients on hardware and software system requirements

Jan 2007 – Dec 2009 · 2 yrs 11 mos · Tampa/St. Petersburg, Florida Area

• ● Diagnosed hardware and software failures for Enterprise and Server clients
• ● Provided second level support to production team
• ● Took technical escalation calls from dissatisfied customers
• ● Taught classes to increase technical knowledge of agents leading to greater employee efficiency
• ● Participated in roundtable discussions to address technical issues with varying software, hardware, and procedural issues

Aug 2004 – Sep 2006 · 2 yrs 1 mo · Tampa/St. Petersburg, Florida Area

• ● Diagnosed and repaired issues with customer workstations, servers, and networks
• ● Assisted clients in choosing the best computer or upgrade to fit their needs including designing custom computers and servers
• ● Responsible for managing employee operations to include hiring, training, scheduling and yearly reviews

Jan 1999 – Jan 2003 · 4 yrs

• Installed and maintained electronic computer and switching systems, ensuring optimal performance for missile control communications.
• Conducted preventive maintenance and repairs, enhancing system reliability and reducing downtime by 30%.
• Completed rigorous training at Keesler AFB, achieving a 3-skill level in the Electronic Computer and Switching Systems career ladder.