Associate Service Delivery Manager NOC Services - 251201-2

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.

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.

Job description:

• This is a highly customer-focused, detail-oriented position.
• SDM will serve as the primary contact with the customer and on a regular basis provide status of processes/metrics for the delivery of services.
• Deliver Effective onboarding experience for new/existing Customers and other ad-hoc internal / customer projects
• Drive positive customer sentiment through go-live experience and create referenceable customers
• Ensure accurate and timely gathering/documentation of all information needed to support the Customer.
• Coordination and scheduling of onboarding resource, leads or any other resource as required for timely completion of Onboarding, projects, etc.
• Work with data analysts to assemble and analyze service/support data to provide/share regular monthly customer reports.
• Analyze data to help customers identify and mitigate any risks associated with service delivery.
• Set up Quarterly Business reviews (QBR) with Customer’s Key decision Makers and Kaseya Account Manager.
• Lead / Set up recurring Schedules for meeting/call as touch points with all customers.
• Lead / Set up recurring/ad hoc internal cross team/functional meeting/call to address any customer feedback/issues, ie. cross collaboration between NCA sales, AM’s, Sales
• Specialist, Billing Ops, PS, Support Mgmt. Team, and internal team members.
• Will be single point of contact for Customer Escalation and its resolution.
• Reviewing and managing Effective Hourly Rate Analysis, deep dive and corrective follow up actions if any and -Share the Numbers with Service Team Leadership – Gets everyone on the same page
• Formal Deep Dive into Specific Accounts – Any account in the red, try to identify the main issues causing the poor numbers
• Operational Improvement Opportunities – Identify areas of operational improvements and assign out execution and ensure its successful completion
• Upsell or Cross Sell Opportunities – Review opportunities to upsell/cross-sell services, once identified work with AM to initiate further step on successfully closing the opportunity
  
  

• Excellent Communication, Customer Service, project management and time management Skills required
• Ability to work independently with little to no supervision
• Willing to work in 24x7 / 365 work environment/ night shifts.
• Overall work experience of at least 12 years and 3-5 years of experience in service delivery / client facing roles.
• Experience working in IT Infrastructure service management and operations setup.
• Good technical background, working on remote infrastructure support.