Success Technical Implementation Manager - BCDR

Albany | Norwalk

Datto, the world’s leading provider of IT solutions delivered through managed service providers, is looking for a Success Technical Implementation Manager for the BCDR product 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.

A Success Technical Implementation Manager provides timely and efficient consulting, project management and process integration services to new and existing partners to ensure they successfully implement our technical product suite of Business Continuity, Networking, and Datto RMM.  This job requires employees to combine their expert product knowledge, with the intermediate knowledge of general IT infrastructure, Networking, Windows Server and Cisco technologies, Active Directory, Virtualization, Linux, etc. to ensure short term value add as well as long term partner retention.  

Essential Responsibilities:

  • Manage new partner implementations within  your discipline so that the partner is up and running effectively in the shortest possible amount of time and serve as primary point of contact throughout the entire implementation process
  • Manage multiple partner implementation projects while providing both high level and detailed business process consulting
  • Conduct assessment of partner needs, explain the product features and functionality and how it relates to the business
  • Provide best practices for device/system setup to prevent unnecessary support requests
  • Provide consulting and assistance to partners via phone, email, and onsite visits as required
  • Define product specifications for partner and end users  installation
  •  Respond to partner inquiries and direct the resolution of outstanding issues
  • Monitor partner utilization and adoption of the software throughout the implementations
  •  Seek opportunities to sell additional devices  or professional services, and assist with scoping implementation and professional services engagements pre-sales as required
  • Improve processes in the Implementation Management organization


  • BA/BS in Business, Information Technology, or related field, or equivalent experience.
  • Minimum 3-5 years Technical Support experience
  • Knowledge of Datto BCDR and Networking products
  • Virtual/physical environment experience
  • Experience with Desktop/Server OS and applications
  • Core understanding of Linux based systems.       
  • Excellent written and verbal communication skills
  • Excellent organizational, listening and interpersonal skills
  •  General business management knowledge
  • Prior presentation and/or technical training experience a plus
  •  Experience with IT Service business operations a plus
  •  Knowledge of CRM, ERP, PSA software and markets a plus

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.

Success Technical Implementation Manager - BCDR


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