As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.

The Manager of Consulting Services will lead a highly skilled team of Implementation Managers and Consultants in North America to ensure our top customers achieve maximum value from our Business Management products.  As a key contact post-product sale and through the customer’s ownership journey, this role is responsible for ensuring a world-class implementation experience, cultivating long term relationships with partners and delivering proactive programs to increase product knowledge, adoption, and retention. We aim to have our partners become “raving fans” by delivering the highest level of service in the industry.

Does This Describe You:

You are a leader, motivator, self-starter and someone that can drive change.

A Look Inside the Job:

  • Lead a team of highly skilled Implementation Managers & Consultants in North America to enable our customers to “win” with Datto
  • Leverage a consultative mindset, critical thinking and client management skills to drive meaningful impact for our customers across complex engagements
  • Ensure successful delivery of team results through high technical competence, solid project delivery and effective cross-functional collaboration
  • Create, execute, monitor and modify processes that effectively implement new partners and feature enhancements for existing partners
  • Navigate the team through roadblocks, key escalations and creative solutions to ensure successful project outcomes 
  • Provide the team with coaching, training, and project scheduling
  • Responsible for overseeing partner satisfaction within the implementation phase
  • Interactions with Partners to triage and resolve customer relationship issues
  • Lead and/or manage  cross functional strategic initiatives designed to transform the customer experience
  • Engage with sales on key business development opportunities 
  • Actively monitor and analyze team  performance, loading, project status, and identify early warnings in workload or process issues
  • Review monthly feedback from implementation survey as a personnel quality measurement tool and to identify areas for improvements; for both processes and personnel
  • Provide input to Director on key features for future product enhancements by analyzing team feedback and crafting suggestions
  • Manage team performance through activities such as workload analysis/projections, competency reviews, compensation reviews, and onboarding
  • The position may require a small degree of travel

About You:

  • BA/BS in Business Administration, Information Technology, or related field or equivalent experience
  • 7+ years project management or software implementation experience, preferably with a software or consulting company
  • 2+ years managing delivery-focused teams 
  • Effective Strategic Planning, Process Management, Cross-functional Coordination, Coaching, Standards Development, and Relationship Building Skills
  • High degree of Critical Thinking, Task Ownership and Personal Excellence abilities
  • Excellent written and verbal communication skills
  • Excellent listening,interpersonal and client relationship management skills
  • Excellent analytical and organizational skills
  • Strong technical acumen and/or ability to understand technical & operational nuances of key SaaS applications
  • General business management knowledge 

Bonus Points:

  • Previous experience working within or with MSP and an understanding of MSP operations
  • Experience working business productivity or business process/workflow management products (ServiceNow, Salesforce, PegaSystems, Appian, SAP) a plus
Benefits:

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
  • Flexible paid time off policy
  • Generous paid parental leave
  • “Datto University” virtual on-boarding program
  • Access to more than 5,000 courses via LinkedIn Learning
  • Education reimbursement
  • Employee Assistance Program
  • Headspace App
  • Charity match program
  • A dynamic and socially active work culture, including Employee Resource Groups
  • Networking and career development opportunities
  • And more!
Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)
 
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