Dublin, Ireland

Customer Success Engineer

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Kaseya® is the leading global provider of complete IT Management Solutions for managed service providers (MSPs) and internal IT organizations. Through its open platform and customer-centric approach, Kaseya delivers best in breed technologies that allow organizations to efficiently manage, secure, and backup IT. Join the company with the industry’s most comprehensive, integrated IT management platform that empowers businesses to be more efficient, profitable, and successful. 

Kaseya has achieved a valuation of over $15 billion USD as well as sustained, strong, double-digit growth over the past several years. The company is backed by Insight Venture Partners (www.insightpartners.com) and TPG (www.tpg.com), two of the leading global private equity firms 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 25 countries across a wide variety of industries. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and to hear from one of our Team Leads, please visit: I Am Kaseya.

The goal of a Customer Success Engineer (CSE) is to be able to drive customer engagement and product usage through in-depth technical account reviews for various modules of our IT Complete platform. Additionally, the CSE will own customer success engagements which support the resolution of critical software issues, deployments, or related challenges. These actions will support sales growth and reduction of churn.  The role reports to a director.  

Customer Success Engineers are key in supporting sales in securing renewals, ensuring customer satisfaction, expanding market share, and driving revenue. 

Essential Responsibilities:

  • Build expertise in Kaseya software modules and conduct in-depth Technical Account Reviews to highlight usage opportunity and identify any obstacles 
  • Own the identification and resolution of obstacles for customers using and obtaining value from our solutions. 
  • Engage with all department (i.e. Product, tech, Ops) to ensure closure. 
  • Ensure that a customer has a plan to use available and relevant features (including integrations our IT Complete platform) 
  • Position and sell professional services and training to customers to ensure they remain engaged, and their techs can best use our products 
  • Create opportunity and interest for additional modules for Account Managers to drive to closure 
  • Share new product features and enhancements, deliver best practice adherence guidelines, and provide knowledge transfer as appropriate
  • Continually keep abreast of new technologies via assigned training, ongoing hands-on learning, and ad-hoc additional skill enhancement programs
  • Understands business needs for implementing an IT Management Solution in MSP, Enterprise, and mid-size businesses
  • Experienced in providing pre-sale solution design (including functional and technical aspects)
  • Experienced in providing solution demos and high volume of customized client demos
  • Leadership role in driving solution enhancements and presenting product roadmaps

Qualifications:

  • 2 - 3 years’ experience in a customer facing technical account role 
  • Customer Success experience managing issues to resolution for key account 
  • Experience in technical accounts reviews with customers for SaaS/Tech solutions 
  • Strong presentation and communication skills 
  • Demonstrated ability to identify opportunities and leverage appropriately
  • Knowledge of other Remote Management Monitoring (RMM) Systems or Professional Services Automation (Helpdesk, CRM, etc.), Documentation, Backup or Security Solutions.
  • Knowledge of Managing Server and Workstations (Microsoft Systems Administrator)
  • Strong understanding of networking technology (CCNA, Network+, etc.)
  • Sales experience is a plus
  • Enterprise software implementation and consulting experience
  • Demonstrated ability to identify opportunities and leverage appropriately
  • Demonstrated knowledge of network and desktop management solutions
  • Demonstrated personal commitment and interest in continued professional development 
  • College or technical degree preferred

Perks and Benefits:

  • Competitive base salary 
  • Health Insurance
  • Salary protection
  • Life Insurance
  • Social event every quarter
  • Working in a mature and rapidly growing company, with huge career growth potential

 

Join the Kaseya growth rocket ship!

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.

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