Associate Manager, Technical Account Management

Kaseya Careers•Miami, FL

About The Position

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners (www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve. Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers. We're looking for an Associate Manager, Technical Account Management with a strong technical background, excellent communication skills, and a passion for customer advocacy. The ideal candidate will have a proven track record of driving product adoption, identifying opportunities for value realization, and resolving customer issues. If you're a seasoned professional with a collaborative mindset and a passion for driving customer success, we encourage you to apply to join our dedicated management team for Technical Account Managers.

Requirements

Bachelor's degree in computer science, engineering, or related field.
5+ years of experience in a customer-facing technical role, such as customer success engineer, solutions engineer, or technical account manager.
Strong technical aptitude and expertise in software applications, APIs, and cloud technologies.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
Proven track record of successfully managing complex technical projects and driving customer success initiatives.
Project management experience, with the ability to manage multiple projects and priorities simultaneously.
Strong problem-solving and troubleshooting skills, with a proactive and solution-oriented mindset.

Nice To Haves

Previous Management experience is a plus.
Experience working with enterprise customers and managing strategic accounts is preferred.
Familiarity with CRM systems and customer success tools (e.g., Salesforce, Gainsight) is a plus.

Responsibilities

Lead the technical aspects of customer success initiatives and play a critical role in ensuring the ongoing satisfaction and success of clients.
Serve as the primary technical contact for complex and strategic accounts, leveraging expertise to drive adoption, retention, and expansion of products and services.
Manage Technical Account Managers in a player/coach role.
Provide technical leadership and guidance to customers and internal teams on the implementation, configuration, and optimization of products and solutions.
Act as a trusted advisor to customers, offering insights and best practices to help them achieve their business objectives.
Serve as the voice of the customer within the organization, advocating for customer needs and priorities.
Gather feedback, identify trends, and communicate insights to product management and development teams to drive product improvements and enhancements.
Proactively engage with customers to understand their business goals and objectives, and identify opportunities for product adoption and expansion.
Develop and execute customer success plans to drive value realization and ensure customer satisfaction.
Identify and mitigate risks to customer success, including technical challenges, adoption barriers, and other factors that may impact customer satisfaction and retention.
Develop proactive strategies to address risks and ensure customer success.
Continuously monitor and assess customer satisfaction and engagement metrics, and identify opportunities for improvement.
Collaborate with cross-functional teams to implement process improvements and drive customer success initiatives.
Work within Business Intelligence tools like PowerBI and CRMs like SalesForce.
Create reports and monitor performance of Key Performance Indicators (KPI’s) tied to Technical Account Managers.
Identify talent while interviewing prospects for Technical Account Management.