Position SummaryKaseya is seeking a customer-focused
Technical Account Manager (TAM) to help customers maximize the value of our IT management and cybersecurity solutions. In this role, you will serve as a trusted technical advisor, partnering with customers to drive successful product adoption, optimize their environments, and ensure they achieve their desired business outcomes.
Working closely with Customer Success, Product, Support, Professional Services, and Sales, you will provide strategic technical guidance, conduct account reviews, identify growth opportunities, and advocate for customer success throughout the customer lifecycle.
Key Responsibilities- Develop deep expertise across Kaseya's platform and conduct regular Technical Account Reviews to assess product adoption, identify optimization opportunities, and address technical challenges.
- Act as the primary technical advisor for assigned customers, proactively identifying and removing obstacles that impact customer success.
- Partner with Product, Support, Professional Services, and Operations to drive timely issue resolution and customer satisfaction.
- Build success plans that help customers maximize the value of Kaseya products, including platform integrations and advanced capabilities.
- Recommend Professional Services, training, and education opportunities that improve customer adoption and long-term success.
- Identify expansion opportunities and partner with Account Managers to support cross-sell and upsell initiatives.
- Educate customers on new product features, roadmap enhancements, industry best practices, and emerging technologies.
- Maintain current technical knowledge through ongoing training, certifications, and hands-on learning.
- Understand customer business objectives across MSP, Enterprise, and Mid-Market organizations and align technical solutions to business outcomes.
- Deliver technical solution presentations, product demonstrations, and implementation guidance for prospective and existing customers.
- Provide strategic feedback that influences product improvements and future roadmap initiatives.
Required Qualifications- 3-5 years of experience in a Technical Account Manager, Customer Success Engineer, Solutions Consultant, or similar customer-facing technical role.
- Experience managing strategic customer relationships and driving technical issues to successful resolution.
- Experience conducting Technical Account Reviews (TARs) or Business Reviews for SaaS or technology customers.
- Strong presentation, communication, and relationship-building skills.
- Proven ability to identify customer growth opportunities and collaborate with Sales teams.
- Experience with enterprise software implementation, onboarding, or technical consulting.
- Strong understanding of Windows Server and workstation administration.
- Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, firewalls, and routing (CCNA or Network+ knowledge preferred).
- Familiarity with Remote Monitoring & Management (RMM), Professional Services Automation (PSA), backup, documentation, cybersecurity, or IT management platforms.
- Strong troubleshooting and problem-solving skills with the ability to communicate complex technical concepts to both technical and business audiences.
- Bachelor's degree or equivalent technical experience preferred.
- Professional-level English communication skills.
- Additional language proficiency is a plus.
Preferred Qualifications- Experience supporting Managed Service Providers (MSPs).
- Experience delivering technical product demonstrations and solution design.
- Sales or solution consulting experience.
- Microsoft systems administration experience.
- Industry certifications such as CCNA, Network+, Microsoft, or similar technical credentials.
