Job description
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya's culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
The goal of a Customer Success Engineer (CSE) is to be able to drive customer engagement and product usage through in-depth technical account reviews for various modules of our IT Complete platform. Additionally, the CSE will own customer success engagements which support the resolution of critical software issues, deployments, or related challenges. These actions will support sales growth and reduction of churn. The role reports to a director.
Customer Success Engineers are key in supporting sales in securing renewals, ensuring customer satisfaction, expanding market share, and driving revenue.
Essential Responsibilities:
- Build expertise in Kaseya software modules and conduct in-depth Technical Account Reviews to highlight usage opportunity and identify any obstacles
- Own the identification and resolution of obstacles for customers using and obtaining value from our solutions.
- Engage with all department (i.e. Product, tech, Ops) to ensure closure.
- Ensure that a customer has a plan to use available and relevant features (including integrations our IT Complete platform)
- Position and sell professional services and training to customers to ensure they remain engaged, and their techs can best use our products
- Create opportunity and interest for additional modules for Account Managers to drive to closure
- Share new product features and enhancements, deliver best practice adherence guidelines, and provide knowledge transfer as appropriate
- Continually keep abreast of new technologies via assigned training, ongoing hands-on learning, and ad-hoc additional skill enhancement programs
- Understands business needs for implementing an IT Management Solution in MSP, Enterprise, and mid-size businesses
- Experienced in providing pre-sale solution design (including functional and technical aspects)
- Experienced in providing solution demos and high volume of customized client demos
- Leadership role in driving solution enhancements and presenting product roadmaps
Qualifications:
- 2 - 3 years' experience in a customer facing technical account role
- Customer Success experience managing issues to resolution for key account
- Experience in technical accounts reviews with customers for SaaS/Tech solutions
- Strong presentation and communication skills
- Demonstrated ability to identify opportunities and leverage appropriately
- Knowledge of other Remote Management Monitoring (RMM) Systems or Professional Services Automation (Helpdesk, CRM, etc.), Documentation, Backup or Security Solutions.
- Knowledge of Managing Server and Workstations (Microsoft Systems Administrator)
- Strong understanding of networking technology (CCNA, Network+, etc.)
- Sales experience is a plus
- Enterprise software implementation and consulting experience
- Demonstrated ability to identify opportunities and leverage appropriately
- Demonstrated knowledge of network and desktop management solutions
- Demonstrated personal commitment and interest in continued professional development
- College or technical degree preferred
Perks and Benefits:
- Competitive base salary
- Health Insurance
- Salary protection
- Life Insurance
- Social event every quarter
- Working in a mature and rapidly growing company, with huge career growth potential
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
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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