Sr. Manager, Customer Experience & Service Performance

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.