Manager, Account Management

📌 Core Information

🔹 Job Title: Manager, Account Management

🔹 Company: Kaseya

🔹 Location: Vancouver, British Columbia, Canada

🔹 Job Type: On-site

🔹 Category: Software Development

🔹 Date Posted: April 22, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Leading and developing a high-performing account management team
• Building and maintaining strong client relationships
• Implementing strategies to enhance client satisfaction and account performance
• Monitoring and analyzing key performance indicators (KPIs)

ASSUMPTION: This role requires a balance of leadership, strategic thinking, and strong client management skills. The ideal candidate will have experience in account management or client acquisition, preferably in a B2B SaaS environment.

📋 Key Responsibilities

✅ Lead, mentor, and develop a team of individual contributors to ensure high performance and professional growth

✅ Build and maintain strong, long-term relationships with key clients, acting as a trusted advisor and primary point of contact

✅ Develop and execute strategies to enhance client satisfaction, retention, and overall account performance

✅ Monitor and analyze key performance indicators (KPIs) to ensure team's account goals are met, and implement improvement plans as needed

✅ Address and resolve any client issues or escalations in a timely and effective manner, ensuring client satisfaction

✅ Work closely with cross-functional teams to ensure alignment and deliver a seamless client experience

✅ Provide regular reports and updates to senior management on team's account status, client feedback, and team performance

✅ Identify opportunities for process improvements and best practices to enhance the efficiency and effectiveness of the account management function

✅ Offer ongoing training and development opportunities for both new and experienced employees to foster growth and ensure that goals are achieved

ASSUMPTION: The responsibilities listed above are essential for success in this role. However, the specific tasks and priorities may evolve based on the team's needs and the company's strategic objectives.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)

Experience: Proven experience in account management or new client acquisition, with at least 2-5 years in a B2B SaaS leadership or managerial role

Required Skills:

• Strong understanding of client management and relationship-building techniques
• Excellent leadership, communication, and interpersonal skills
• Ability to analyze data, identify trends, and make data-driven decisions
• Proficiency in CRM software and account management tools
• Previous experience in managing IT, SaaS, or MSP clients is preferred

Preferred Skills:

• Experience in the IT or software industry

ASSUMPTION: While the required skills are essential for success in this role, the ideal candidate will also possess a strong work ethic, adaptability, and a passion for delivering outstanding customer experiences.

💰 Compensation & Benefits

Salary Range: Salaries can range based on experience, and there is opportunity to earn commission, bonuses, and equity. Please reach out to sarah.horan@kaseya.com for further clarification or support.

Benefits:

• Commission
• Bonuses
• Equity

Working Hours: Full-time, 40 hours per week

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles. The final offer will depend on the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: Kaseya is a leading global provider of AI-powered cybersecurity and IT management software, operating in the Software Development industry.

Company Size: Kaseya has 5,001-10,000 employees, providing a large and diverse work environment.

Founded: Kaseya was founded in 2000 and has since grown into a global company with offices in multiple countries.

Company Description:

• Kaseya offers a broad array of IT management solutions, including audIT, ConnectBooster, Datto, Graphus, ID Agent, IT Glue, Kaseya, RapidFire Tools, RocketCyber, SaaS Alerts, Secure Payments, Spanning Cloud Apps, TruMethods, Unitrends, and Vonahi.
• The company's IT Complete platform addresses the challenges of multifunctional IT professionals by providing a comprehensive, integrated, intelligent, and affordable solution.
• Kaseya is committed to delivering best-in-breed technologies that empower organizations to seamlessly manage IT infrastructure, secure networks, backup critical data, manage service operations, and grow their businesses.

Company Specialties:

• IT Automation
• Remote IT Infrastructure Management
• Systems Management Software
• IT systems management
• SaaS systems management
• RMM
• PSA
• Backup and Recovery
• SOC
• Cybersecurity
• Compliance
• and User Security

Company Website: www.kaseya.com

ASSUMPTION: Kaseya's extensive product portfolio and global presence provide ample opportunities for career growth and development within the company.

📊 Role Analysis

Career Level: This role is a mid-level management position, offering opportunities for growth and advancement within the company.

Reporting Structure: The Manager, Account Management, will lead a team of individual contributors and report directly to senior management.

Work Arrangement: This is an on-site, full-time position located in Downtown Vancouver, close to Robson Square.

Growth Opportunities:

• Advancement to senior management or leadership roles within the company
• Expanding the team's responsibilities and impact on the organization's success
• Developing expertise in account management and related fields

ASSUMPTION: The growth opportunities listed above are not guaranteed and may depend on the individual's performance, the team's needs, and the company's strategic objectives.

🌍 Location & Work Environment

Office Type: Kaseya's Vancouver office is located in a downtown setting, providing easy access to amenities and public transportation.

Office Location(s): 700 – 128 West Pender Street, Vancouver, V6B 1R8, CA

Geographic Context:

• Vancouver is a multicultural city with a high quality of life, offering a mix of urban and outdoor activities
• The city has a mild oceanic climate, with warm, dry summers and cool, wet winters
• Vancouver is known for its vibrant arts and culture scene, as well as its commitment to sustainability and environmental protection

Work Schedule: The standard workweek is Monday to Friday, with the possibility of occasional overtime or weekend work to meet project deadlines or client needs.

ASSUMPTION: The work environment and schedule may vary depending on the team's needs, the company's priorities, and the individual's role within the organization.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening with the hiring manager
• On-site or virtual interview with the hiring manager and team members
• Final interview with senior management

Key Assessment Areas:

• Leadership and management skills
• Client management and relationship-building techniques
• Data analysis and decision-making abilities
• Problem-solving and issue resolution skills
• Cultural fit and alignment with Kaseya's values

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your leadership, client management, and data analysis skills to discuss during the interview
• Research Kaseya's products, services, and company culture to demonstrate your enthusiasm and understanding of the organization

ATS Keywords: Account Management, Leadership, Client Relationship Management, Strategic Planning, Performance Metrics, Issue Resolution, Collaboration, Reporting, Innovation, Data Analysis, CRM Software, Interpersonal Skills

ASSUMPTION: The application process and interview format may vary depending on the team's needs, the company's priorities, and the specific requirements of the role.

🛠️ Tools & Technologies

• CRM software (e.g., Salesforce, HubSpot, Zoho CRM)
• Account management tools (e.g., Salesforce, HubSpot, Zoho CRM)
• Data analysis tools (e.g., Excel, Google Analytics, Tableau)

ASSUMPTION: The specific tools and technologies required for this role may vary depending on the team's needs, the company's priorities, and the individual's responsibilities within the organization.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric approach
• Renowned support
• Innovation and continuous improvement
• Collaboration and teamwork
• Integrity and accountability

Work Style:

• Dynamic and energetic
• Proactive and results-driven
• Focused on delivering outstanding customer experiences
• Adaptable and resilient in the face of change
• Committed to personal and professional growth

Self-Assessment Questions:

• How have you demonstrated strong leadership and management skills in previous roles?
• Can you provide an example of a time when you successfully managed a difficult client relationship?
• How do you approach data analysis and decision-making in your current or previous roles?

ASSUMPTION: Kaseya's company culture values individuals who are passionate about delivering exceptional customer experiences, committed to personal and professional growth, and dedicated to working collaboratively with their teams to achieve success.

⚠️ Potential Challenges

• Managing a team of individual contributors with varying levels of experience and expertise
• Balancing the demands of client management, strategic planning, and team leadership
• Adapting to a dynamic and fast-paced work environment
• Meeting and exceeding client expectations in a competitive market

ASSUMPTION: The potential challenges listed above are not exhaustive and may vary depending on the individual's role within the organization, the team's needs, and the company's strategic objectives.

📈 Similar Roles Comparison

• This role differs from related positions in its focus on account management and client relationship-building within a B2B SaaS environment
• Industry-specific context: Kaseya operates in the Software Development industry, with a focus on AI-powered cybersecurity and IT management software
• Career path comparison: This role offers opportunities for growth and advancement within the company, with potential paths to senior management or leadership positions

ASSUMPTION: The comparison points listed above are not exhaustive and may vary depending on the individual's role within the organization, the team's needs, and the company's strategic objectives.

📝 Sample Projects

• Developing and implementing a strategic plan to enhance client satisfaction and retention for a key account
• Analyzing client data to identify trends and opportunities for improvement in account performance
• Leading a team project to improve the efficiency and effectiveness of the account management function

ASSUMPTION: The sample projects listed above are intended to illustrate the types of responsibilities and initiatives that the Manager, Account Management, may undertake in this role. The specific projects and priorities may vary depending on the team's needs, the company's priorities, and the individual's responsibilities within the organization.

❓ Key Questions to Ask During Interview

• Can you describe the team's current priorities and how this role will contribute to their success?
• How does the company support the professional development and growth of its employees?
• Can you provide an example of a time when the company demonstrated its commitment to customer-centricity and innovation?
• What are the key performance indicators (KPIs) used to measure the success of this role, and how are they tracked and reported?
• How does the company foster a dynamic and energetic work environment, and what opportunities are there for collaboration and teamwork?

ASSUMPTION: The key questions listed above are intended to help applicants better understand the role, the team, and the company's culture. The specific questions and priorities may vary depending on the individual's needs, the team's requirements, and the company's strategic objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your leadership, client management, and data analysis skills to discuss during the interview
• Research Kaseya's products, services, and company culture to demonstrate your enthusiasm and understanding of the organization
• Follow up with the hiring manager, Sarah Horan, at sarah.horan@kaseya.com one week after submitting your application to express your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.