Datto, the world’s leading provider of IT solutions delivered through managed service providers, is looking for an Account Services Manager to join a growing team. Datto is a creative company at its core and is an exciting and dynamic workplace. We're 100% focused on our managed service provider partners and believe that with the right technology, managed service providers can change how businesses around the world operate. Datto provides data protection, business continuity, networking, business management, and file backup and sync products that empower and protect the clients of our 14,000+ partners. We're headquartered in Norwalk, Connecticut and have 22 offices worldwide.

Account Services Manager manages the resources of the Account Services department including staffing, processes, effort, training and equipment. The manager develops the strategy and executes on it. They also oversee a group of Accounts Representatives that are the front line for partner billing inquiries and a group of Revenue Recovery Specialists who are focused on collections. The manager must develop and maintain an expert level of knowledge around billing and collections as well as internal Datto processes. They must work effectively with all internal departments to coordinate efforts and goals. The manager develops and executes strategies. The Account Services Manager helps in the smooth functioning of the day to day operations of the Account Services organization. They must plan, organize, staff, motivate and coordinate efforts and goals. To accomplish this, develop and maintain an expert level of account knowledge as well as internal Datto process knowledge. Managers are also expected to implement the policies made by the upper-level management, make tactical decisions towards goals, assign work to reps, coordinate work between reps and teams, motivating and guiding subordinates, communicating resource needs with the Senior Manager. They monitor and analyze the performance of their team. Communicating this up by preparing timely reports regarding the performance of the employees. They listen and resolve employee complaints and grievances, conduct monthly one on ones with each team member, etc. The manager monitors and analyzes the performance and productivity of their team members. They have the authority to delegate account services work to individual reps, approve working hours and to resolve any payroll issues. They have full authority to execute on strategic decisions that drive their team's ability to hit targeted production levels in the KPIs as stipulated by the Senior Manager. The manager is answerable to the Sr. Manager of Account Services for the performance of their Account Services team by location.

Does This Describe You:

 You are a leader that thrives in a fast paced environment.

A Look Inside the Job:

  • Direct Report Expectations:
    • Manage a team through ensuring team goals are met while working to maintain/improve overall employee and partner satisfaction
    • Coach, mentor, and develop a team to ensure they have the skills to fulfill their role Instill a customer service culture that drives a high level of both employee and customer satisfaction
    • Hold monthly 1x1 meetings with each direct report
    • Review and approve time-off requests while keeping at staffing thresholds
    • Track and monitor overtime usage by employee
  • Account Services Expectations:
    • Develop, execute and monitor collection activities
    • Ensure that the defined systems, processes, and methodologies are followed accordingly and help improve them and innovate
    • Establish and monitor KPIs for the team, including incoming volume, employee productivity, and customer satisfaction
    • Responsible for maintaining appropriate staffing levels across all locations, shifts and roles
    • Track and plan for attrition, backfills and make hiring decisions while keeping upper management aligned with these changes
    • Proactively identify and implement opportunities to improve the customer experience
    • Work with analysts when appropriate to review, modify, generate reports to assist with business decisions
    • Suggest project ideas to improve department efficiency and lead or contribute as a key resource for those projects when applicable
    • Be familiar with budget allocations and help the team stay on track or justify deviations from the plan
    • On call availability is required as managers are expected to be available 24x7 to manage partner escalations or team emergencies
    • Utilize RACI to organize and execute on projects affecting your area of business
    • Coordinates efforts with other departments in order to resolve partner billing issues
    • Understanding of billing process for all Datto products
    • Assist in sharing, updating and creating knowledge resources
    • Follows escalation procedures as required
  • Middle Management Expectations:
    • Review staffing model provided via workforce management on a monthly basis
    • Work collaboratively with the management team to assess performance and compensation for teams to develop performance plans, core competencies and metrics for the team
    • Ensure continuity with fellow management members across different shifts and locations
    • Meet with other staff managers bi-weekly to review business trends and needs
    • Ensure proper coverage for incoming volume
    • Handle any manager-level escalated customer calls and provide a satisfactory resolution
    • Identify and execute on team’s training needs
    • Represent Account Services for company-wide initiatives, projects, and various corporate needs when applicable
    • Collaborate with Human Resources to acquire and hire new talent and conduct personnel management Instill a positive team culture based on Datto company values
    • Willingness to accept feedback to improve skills and pursue further development

About You:

  • 3-5 years experience in customer service and/or billing preferred
  • 1-3 years supervisory or management experience
  • Service desk experience
  • Demonstrates a high degree of organization, accuracy and a high level of customer service skills
  • Ability to work effectively with a wide variety of people and develop professional working relationships with site staff and providers
  • Demonstrates the ability to meet productivity goals and deadlines
  • Ability to work well as part of a team
  • Experience with billing and/or database or CRM tools such as Salesforce and NetSuite
  • Excellent written and verbal communication skills
  • Excellent customer service/success skills
  • Ability to work with customers to defuse anger or confusion and come to a mutually beneficial conclusion
  • Experience with Microsoft Excel
  • Must enjoy learning and be self-motivated with the ability to switch contexts as the needs of the business evolve

Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Comprehensive health-care benefits
  • Free lunch every Friday
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Transit subsidy in select cities
  • Education reimbursement
  • And more!

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited.  We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

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