Account Specialist I

Norwalk | Rochester

Datto, the world’s leading provider of IT solutions delivered through managed service providers, is looking for an Account Services Representative 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.

Account Specialists respond to Billing requests submitted by internal parties such as Sales, Success and Accounts Representatives. Details and initial troubleshooting will be done and documented in Salesforce by Sales, Success and Accounts Representatives who act as an intermediary to the Datto Partner. Using details found in NetSuite and knowledge of the ins and outs of the billing process, you are able to resolve most problems. Those that you are not able to resolve, you are using team resources to resolve in an accurate and timely manner. All interactions, both internal and external, must emanate the Billing Team’s commitment to a positive customer experience. 

This role requires knowledge of Salesforce, NetSuite, internal processes, invoices, credit and debit adjustments, billing records, product billing, and service cancellations. 

A Look Inside the Job:

  • Act as an escalation point for Accounts Representatives
  • Seek successful resolution of the partner’s billing inquiries received through multiple communication channels
  • Coordinate with other departments in order to resolve partner billing issues
  • Support, log, categorize, prioritize, and track incidents 
  • Maintain a high level of partner satisfaction and adherence to partner service level agreements
  • Log all billing incidents in Salesforce with complete and accurate information
  • Develop strong understanding of billing process for all Datto products
  • Identify, troubleshoot and resolve partner issues
  • Work collaboratively with team members to ensure timely response and resolution
  • Assist in sharing, updating and creating knowledge resources
  • Support a positive team culture based on Datto company values
  • Willingness to accept feedback to improve skills and pursue further development
  • Keep a track record of good judgment and decision-making in positions with significant responsibility

About You:

  • Thorough knowledge of billing process
  • Strong understanding of Salesforce
  • Thorough knowledge of Netsuite
  • Strong understanding of internal processes
  • Strong skill in invoices, credit and debit adjustments, billing records, product billing and service cancellations


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.

Account Specialist I

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:

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