Associate Manager, Technical Account Management
About this role
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
Position Summary
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.
As an Associate Manager, Technical Account Management, you will lead the technical aspects of our customer success initiatives and play a critical role in ensuring the ongoing satisfaction and success of our clients. You will serve as the primary technical contact for our most complex and strategic accounts, leveraging your expertise to drive adoption, retention, and expansion of our products and services. In addition, you will manage Technical Account Managers in this player/coach role.
Key Responsibilities
- Provide technical leadership and guidance to customers and internal teams on the implementation, configuration, and optimization of our 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.
Required Qualifications
- 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.
- Previous Management experience is a plus.
- 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.
- 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.
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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