Technical Account Manager

As a Technical Account Manager at Kaseya, your primary responsibilities include acting as a trusted post-sale technical advisor, optimizing product usage, conducting best-practice reviews, and leading engaging partner discussions to drive adoption. You'll work closely with Account Managers to enhance partner relationships and identify needs for professional consulting services.

A successful Technical Account Manager at Kaseya should possess exceptional communication skills, strong client-facing abilities, and technical savvy. You should feel comfortable simplifying complex software solutions while handling multiple partner engagements across the APAC region. Experience in a client support or technical advisory role is also beneficial.

Success for Technical Account Managers at Kaseya is measured through engagement metrics, sales performance, and the identification of consulting opportunities. You will play a crucial role in supporting Account Managers' commercial goals and ensuring partners unlock the full potential of our solutions.

Kaseya is a vibrant workplace that prides itself on growth, innovation, and a strong partner-focused culture. With a commitment to employee development and a range of cutting-edge SaaS products, Kaseya offers an exciting environment where Technical Account Managers can thrive and make a significant impact.

Kaseya seeks confident communicators who excel in building relationships, possess a proactive mindset, and thrive in fast-paced settings. A passion for helping customers and a willingness to go above and beyond to ensure their success and satisfaction are essential traits for this role.

In managing multiple partner engagements, I prioritize effective communication and organization. I typically use project management tools to track progress and ensure I allocate adequate time for each partner's unique needs while remaining flexible to respond to urgent requests.

I would first actively listen to their concerns without interruption. It's crucial to empathize with their frustration and work collaboratively to identify areas of improvement. Following this, I'd offer practical solutions and ensure timely follow-up to verify their satisfaction with the changes.

To ensure successful product adoption, I focus on understanding the partner's specific goals and challenges. I conduct thorough onboarding sessions, provide tailored best-practice guidelines, and conduct regular health checks to proactively address any tenured issues that could hinder their experience.

To simplify complex technical solutions, I utilize analogies or practical examples that relate to the client's industry. I focus on outlining key benefits rather than technical jargon, ensuring they understand not just 'how' it works, but 'why' it is beneficial for their business.

Collaboration is vital in my role. By working closely with Account Managers and other teams, I can provide partners with cohesive support and additional resources when needed. This teamwork enhances our ability to proactively address challenges and drives better outcomes for our clients.

In a previous role, I noticed a partner was underutilizing a specific feature. I reached out to offer a customized training session focused on how this feature could streamline their operations. This resulted in increased usage and ultimately led to improved satisfaction and engagement.

I assess each account based on urgency and strategic importance. Using a priority matrix helps in allocating my time effectively, ensuring that I address high-impact tasks first while maintaining regular communication with all partners to keep them engaged even during downtimes.

Key factors include trust, open communication, and consistency. Building rapport requires transparency and being responsive to partner needs. I ensure that I am present during critical discussions and offer proactive follow-ups on all commitments made to them.

I perform health checks by analyzing usage data, gathering client feedback, and assessing performance against benchmarks. This holistic view allows me to identify areas for improvement, which I then present to partners with actionable insights for maximizing their software experience.

I prioritize continuous learning by participating in product training sessions and forums, engaging with product teams, and staying active in the tech community. This proactive approach ensures I can offer up-to-date information during partner engagements.