Sr. Manager, Customer Experience & Service Performance
Kaseya
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. 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.
WHAT WE ARE LOOKING FOR:
We are looking for a Senior Manager – Customer Experience & Service Performance, to lead both service delivery and the service experience on our Kaseya Help Desk, with a maniacal focus on delivering innovative, an outstanding, timely response and resolve commitment, and a category leading collaborative experience for our partners. As Senior Manager – Customer Experience & Service Performance, you will play a pivotal role in leading our Help Desk Services team, reporting to the Senior Director of both our NOC and Kaseya Help Desk. You will be responsible for overseeing the delivery and ownership of a comprehensive and obsessive customer service organization, ensuring consistency, efficiency, excellence and effectiveness in Service Delivery and Operations. The Senior Manager – Customer Experience & Service Performance will establish and maintain effective client relationships and maintain periodic account health assessments to drive client retention. You will lead a team of Kaseya Service Delivery Managers.
This role is a critical contributor to meeting our mission: To provide timely and effective support to our customers, ensuring technology-related issues are resolved efficiently and with the utmost professionalism. We are dedicated to exceptional service through knowledgeable and empathetic staff while continuously improving our processes. Our core values include customer-centricity, accountability, collaboration, and a commitment to delivering a smooth and productive technology experience for our customers.
Required Skills:
The ideal candidate must have excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Understand customer relationship management, process improvement, quality assurance and deliver on reporting and metrics. Display a relentless focus on putting the customer first and can address both immediate operational actions and strategic collaboration opportunities.
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.