Kaseya - Associate Service Delivery Manager

- 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 Customers 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, AMs, 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.

Required Skills: