Datto protects business data and provides secure connectivity for tens of thousands of the world's fastest growing companies. Datto's Total Data Protection solutions deliver uninterrupted access to business data on site, in transit and in the cloud. Thousands of IT service providers globally rely on Datto's combination of pioneering technology and dedicated services to ensure businesses are always on, no matter what. Datto is headquartered in Norwalk, Connecticut and has offices in Rochester, Boston, Portland, Toronto, London, Singapore and Sydney. Learn more at www.datto.com. 

Primary Responsibilities:

• Customer Outreach:
• Help refine, map, and build out processes for outreach to all
• Premier accounts
• Craft and implement proactive outreach to Tier 3 (~$500-$1000MRR)
• Manage any outreach to standard customers
• Cultivate segments to be redistributed to MSP channel, build process for re-structuring contracts to motivate transition from direct sale to MSP sale
• Program Analysis:
• Track upsell and account growth, understand ideal upsell path to maximize revenue from customers (grow from Tier 3 to Tier 1 account)
• Increase visibility and access to data coming from all systems -Ticket tracking, Billing, Backupify product system, for reporting purposes o Vet Customer Success technologies understand how to best leverage customer usage data, product feedback, outreach statistics
• Internal Operations:
• Improve Salesforce data integrity, put in place workflow automation and help the team leverage task-based workflows
• Work with Accounting & Sales on improving billing processes, ensure customers have optimal experience with billing
• Improve channels of inter-departmental communication on system issues, product changes, and other updates with potential customer impact
• Help map bandwidth of Customer Success Managers, build model for growth of department
• Develop customer incentive program, build out process around customer gifts
• Strategy for Growing Business:
• Track cross-sell programs for introducing cloud companies to Datto devices, understand mechanics and effectiveness of strategically timed programs aimed at different segments of C2C population
• Provide programmatic support for customer events aimed at evangelizing Datto product line to cloud-to-cloud companies

Desired Skills & Experience: 

• 2-4 years’ experience in Customer Success or Account Management (SaaS preferred)
• Demonstrated skills in relationship building and clear communication 
• Ability to multi-task and stay organized
•  Effective problem -solving and customer expectation management skills
• Technical aptitude and experience working in multiple systems (ex. Zendesk, Zuora, Salesforce)
• Capacity to work cross-departmentally and create internal champions
• Self-motivated and team-oriented

Here at Datto our people are our greatest asset, which is why we offer a comprehensive and unique benefits package. Above and beyond the typical medical, dental and vision, we also offer a generous 401k plan with a significant employer match, unlimited paid time off, educational reimbursement, fitness reimbursement, and travel subsidies for commuters. We have a patent rewards program and various other fun perks and fringe benefits, including free lunch every Friday in all of our offices globally.