EMEA Team Lead Account Services

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.

We are looking for a hard-working, highly motivated Team Leader to help manage and support our Account Services and Revenue Risk department. Reporting to the Senior Manager of Partner Accounts the successful candidate is responsible for executing on the day to day goals of the billing team/collections team. The ideal candidate is highly autonomous and able to independently identify high value/impact solutions and drive them to completion. They must have thorough knowledge of billing and AR processes and skill in invoices, credit and debit adjustments, billing records, product billing and service cancellations. Acting as an advocate for the team, the primary goal for the candidate is to ensure that all tasks of the specialists are completed daily and that each individual on the team is delivering the best possible partner experience. The Team Lead will help in the smooth functioning of the day to day operations of the Partner Accounts organization. They must plan, organize, staff, motivate and coordinate efforts and goals. To accomplish this, they will develop and maintain an expert level of account knowledge as well as internal Datto process knowledge.

Responsibilities:

The Team Lead is responsible for performing the following duties:

• Manage, develop and train a team of 4 direct reports across the Account Services and Revenue Risk department 
• Support Team Trainer in training and process improvement projects alongside ongoing training of team members 
• Assist Manager in development and mentoring of team members via regular 1-1’s, performance reviews and general line management duties
• Monitor KPI’s such as ART, Backlog, FDS, A/R outstanding, DSO, CES and adjustment of staffing where necessary to avoid ticket backlog
• Support Manager with phone queue to ensure no calls are missed
• Allocating tickets from the unassigned work queue
• Monitoring work queues to ensure daily productivity goals are met daily
• Support manager in daily review of drilling down backlog for both billing and risk
• Maintain a high level of of satisfaction adherence to partner service level agreements
• Seek successful resolution of partner’s billing/AR inquiries received through multiple communication channels
• Coordinating appropriate allocation of daily work volume when needed - phone calls, chats, tickets, logged into the right status, coverage when team members are out.
• Adherence to all AR processes including but not limited to, payment plans, write offs and partner account hygiene
• Perform analysis activities for Quality Assurance of all Account/Revenue Risk Specialists
• Act as point of contact for Sales and Success teams to field queries outside ticket queues. Supports manager in attending meetings to resolve all billing/risk issues 
• Support management team in the AR Resolution/Disconnect process as needed
• Work collaboratively with other functional groups to ensure timely completion of tickets and escalating aging tickets as needed
• Duties as necessary or needed

Desired Skills & Experience:

• German speaking essential
• Italian and Dutch language skills desirable, however not essential
• Proven track record of the ability to lead people
• Strong ability to onboard new employees, including training, mentoring, coaching
• Highly autonomous and able to independently identify high value/impact solutions and drive them to completion
• Thorough knowledge of billing and AR process
• Strong understanding of Salesforce 
• Strong knowledge of Netsuite
• Thorough skill in invoices, credit and debit adjustments, billing records, product billing and service cancellations
• Strong ability to share knowledge in processes and functions
• Strong ability to exercise good judgment and decision making, with minimal supervision

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

• Private medical insurance
• Free lunch every Friday
• Flexible paid time off policy
• Free food, drinks, and fresh organic fruit
• Charity match program
• 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.