Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
GREAT opportunity to grow with rapidly growing company, Kaseya. This position has high visibility in the company. Kaseya is looking for a business minded leader with systems experience to lead a global support & analysis organization in the Business Information Systems (BIS) team. This role will lead all Quote to Cash Billing issues from inception, through triage, analysis, and root cause, ultimately providing the RCA to the Product, Engineering, or business teams to resolve. Lead of cross functional team of analysts (Billing Ops, SalesOps, Data Analysts) and support specialists to solve all Quote to Cash Billing related issues. This role is critical to the success of the company as it directly relates to customer satisfaction as every ticket/issue related to a QTC Billing problem that directly impacts their ability to deliver services to their customers. You will also play a key role in building effective teams and processes, fostering a culture of collaboration, innovation, and continuous improvement, and developing the skills and capabilities of your staff. You will be responsible for the intake, management, triage, solutioning, and communication (including executive comms) for all L2/3 related tickets that come from external customers or internal escalations. In this role, you will work across all QTC processes and systems, including: Salesforce, NetSuite, Mulesoft, Snowflake, BIM, Products, and more. The core customers includes Lead to Cash, Billing, Financials, and GTM. We are looking for someone who is self-motivated and a creative thinker with the ability to grasp concepts quickly, well versed with Order to Cash, GTM, and Billing operations and technologies. They will need to be diligent and detail-oriented. You are responsible for creating an exceptional experience with responsibility for the following duties:

• Support Kaseya Quote to Cash Billing processes through triage and troubleshooting each issues end to end to identify root cause and resolution
• Manage the global support function, including planning, budgeting, staffing, performance management, and reporting.
• Establish and enforce best practices, policies, and procedures for your area, including incident management, problem management, change management, and service level management.
• Promote a culture of customer service, collaboration, innovation, and continuous improvement.
• Must have business acumen and knowledge of GTM, Sales, Operations, Financials, and Billing
• Ability to create a best in class scalable L2/3 support organization driving continuous improvement with measurable KPIs
• Partner with Product and Engineering organizations for all data updates and long term fixes.
• Collaborate with teams across all regions (ASIA, EMEA, America)
• Manage cross-functional relationships to ensure delivery on all priorities and objectives
• Streamline support and process for the company, managing and reporting on SLAs/KPIs.
• Establish and communicate process and data standards globally to enable scalable operations
• Work with third-party vendors and partners to improve process and solutions

Our desired candidate will have:

• 10 years of experience as Senior business/IT leader with techno-functional hands-on experience with systems and business processes
• Bachelor's degree in Business Management, Information Systems, or related field, or equivalent work experience.
• Excellent communication, interpersonal, and leadership skills, with the ability to influence, motivate, and inspire others.
• Strong analytical, problem-solving, and decision-making skills, with the ability to handle ambiguity and uncertainty.
• Highly customer-oriented, with a passion for delivering exceptional service and value.
• Flexible, adaptable, and resilient, with the ability to work effectively in a fast-paced and dynamic environment.
• Salesforce CRM/CPQ, Oracle ERP/NetSuite, Snowflake, Mulesoft, and PowerBI experience /knowledge is preferred for this role.
• Proven ability to scale team, build and retail right talent.
• Proven ability to manage third-party vendors.
• Proven ability to design and implement new processes and facilitate user adoption.
• Strong data management abilities
• A documented history of successfully driving support operations globally.
• A demonstrated ability to setup scalable, effective support processes.
• Excellent English and great communication skills.

Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional InformationKaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.