Associate Manager, Account Management - Kaseya

The Associate Manager, Account Management is responsible for overseeing a team of Associate Account Managers, ensuring they effectively manage client relationships, drive customer satisfaction, and exceed sales and retention goals. The role involves coaching team members, providing strategic direction, and directly managing high-value accounts. As a leader, you will foster a culture of high performance and collaboration within the team while working closely with other departments to optimize the customer experience.

Key Responsibilities:

Team Leadership & Development:

• Lead, mentor, and coach a team of Account Managers to achieve individual and team targets.
• Develop and implement strategies to enhance team performance and client management practices.
• Conduct regular performance reviews, set clear KPIs, and identify growth and development opportunities for team members.
• Promote a positive and collaborative work environment.

Account Management:

• Oversee and manage a portfolio of key accounts, ensuring high levels of client satisfaction and engagement.
• Serve as an escalation point for complex client issues, ensuring quick and effective resolution.
• Establish and maintain strong, long-term relationships with clients, understanding their business needs and aligning Kaseya’s products to meet those needs.

Customer Retention & Growth:

• Drive customer retention by ensuring timely renewals, upselling, and cross-selling opportunities.
• Collaborate with Sales, Product, and Support teams to optimize customer experience and deliver value-driven solutions.
• Monitor and analyze account health metrics, including product usage, feedback, and customer engagement.

Strategic Planning & Reporting:

• Work with senior management to align team goals with overall company objectives.
• Create and present reports on team performance, account health, and growth opportunities.
• Develop and implement best practices for account management, ensuring scalability and efficiency.

Cross-Functional Collaboration:

• Collaborate with Sales, Product Management, and Customer Success teams to drive product adoption and customer satisfaction.
• Share customer insights to influence product development and feature enhancements.
• Ensure smooth onboarding processes for new clients and promote proactive support for existing accounts.

Requirements:

• 5+ years of experience in account management, customer success, or sales within the technology/software industry.
• 2-4+ years of experience in a leadership or team management role.
• Previous experience in managing IT, SaaS, or MSP clients is preferred.

Skills:

• Strong leadership skills with the ability to motivate and manage a team, as well as the ability to forecast. 
• Proven track record of meeting and exceeding sales and customer retention targets.
• Excellent communication, negotiation, and relationship-building skills.
• Analytical and problem-solving skills to interpret customer data and account health.
• Ability to work cross-functionally and align team efforts with organizational goals.

This role comes with the opportunity to grow your career within one of the fastest growing industries on the planet. Kaseya is undoubtably a Rocketship, where we take pride in Changing Lives .

This role is a fulltime on-site position located in Downtown Vancouver, close to Robson Square.

Typical salaries can range from 90-100K base but our determined by experience. Please reach out to sarah.horan@kaseya.com should you need further clarification or support.