Kaseya - Director - Account Management

About Us :

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseyas 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.

About the Job :

- As Director of Account Management & Customer Success, you will manage a team of Customer Success Managers, and their reporting teams of Account Managers, driving them to hit specific KPIs and sales quotas, manage/improve customer relationships.

- This role is responsible for generating sales leads from existing customers and assists with overall team accountability for the sales and margin quotas.

- This person must possess business and relationship skills at a high level sufficient to work with customers and C-level executives.

- The ability to mitigate churn, use tactics to improve regular connectivity with customers, foresee potential issues in the relationship and growth opportunities at the same time is critical for this role.

- This person will be able to work with all related supporting functions such as Operations, Analytics, Product, and support; work with disparate systems and improve processes involved.

POSITION RESPONSIBILITIES :

- Focus on achieving strategic goals and initiatives through execution of sales programs and initiatives.

- Manage churn & drastically improve customer relations.

- Interview and hire talented new Customer Success Advocates

- Provide mentorship and focus to Customer Success Advocates on how to better manage and grow their accounts

- Deliver training and/or analyze and improve team operational procedures

- Work in a team environment collaborating with the Marketing, New Customer Acquisition and Customer Success Management teams and supporting functions.

- Create new customer interactive programs which will generate new leads/opportunities

- Build and perpetuate profitable business partnerships and relationships in order to provide long-term sales success

QUALIFICATIONS :

- 10+ years of experience in Inside Sales Management/Inside Sales/Customer Success Management

- Minimum 5 years experience handling a Customer Success/Account management team that is involved in Cross Sells, Upsells, Renewals. Should have an idea on creating run books, process maps, etc.

- Should be able to create go to market strategies to help penetrate the customer base.

- Experience selling IT software solutions or related products.

- Experience managing a team of managers that have direct reports including sales representatives.

- Experience in meeting customer goals through deployment of technology

- Demonstrated record of consistently meeting and exceeding annual sales quotas

- Outstanding communication and presentation skills, including the ability to provide dynamic product demonstrations and train employees

- Ability to understand client needs and demonstrate the impact and value of products and services

- Proficient with SalesForce.com, MS Outlook, Excel, Word, and PowerPoint

- Minimum educational qualification: Bachelors. However, an MBA is preferred.