Manager of Implementation Services

Albany

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

The Manager of Success Implementation will manage the Implementation Team in their role to achieve the department mission statement. As the primary partner contact, the team is responsible for the implementation of new partner accounts, the long term relationships with all partners and any pro-active programs to deliver product knowledge, or increase retention. Create partners that are “raving fans” by delivering the highest level of service in the industry.

You will report to the Director of Services, Americas.

Does This Describe You:

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

A Look Inside the Job:

  • Create, execute, monitor and modify processes that effectively implement new partners and new features for existing partners
  • Communicate to the team necessary department and company information, while listening for roadblocks or omissions for you to remove or coordinate the solution
  • Provide the team with coaching, training, and scheduling
  • Manages new partner implementations 
  • Personally be involved to support the team in escalation situations such as feature requests, release timing, or monetary compensations
  • Produce weekly analysis of the Implementation Team’s 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
  • Provides input to director on key features for future versions of the product by analyzing team feedback and determining the root cause of the issue
  • Perform human resource duties including work load analysis/projections, competency reviews, compensation reviews, and orientations
  • 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 account management or partner support management experience, preferably with a software company
  • 2+ years managing people
  • Effective Strategic Planning, Managing Processes, Coordination, Coaching, Standards Development, and Relationship Building Skills
  • Excellent written and verbal communication skills
  • Excellent listening and interpersonal skills
  • Excellent organizational skills
  • Experience managing and responding to multiple issues in the same time period
  • Extensive experience working with MS Office applications
  • Strong computer literacy skills: operating system navigation, conceptual network connectivity, Internet and internet browser literacy, file system basics
  • General business management knowledge 

Bonus Points:

  • Experience working with a CRM tool (ACT!, Goldmine, SalesForce, SalesLogix, etc.) 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.

Manager of Implementation Services

Demographic Questions

Individuals seeking employment at Datto are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. In order to track the effectiveness of our recruiting efforts and ensure we consider the needs of all our employees, please consider answering the following questions.

Completion is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter and any information that you do provide will be recorded and maintained in a confidential file.

Your responses to any of the following questions will be anonymized and only used to improve Datto’s diversity and inclusion initiatives. These responses will not be used / reviewed in connection with your application for employment.

I identify my gender as:

I identify as transgender:

I consider myself a member of the LGBTQ+ community

I identify my sexual orientation as:

I identify my ethnicity as:

Veteran status:

I have a physical disability:

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