Senior Customer Operations and Success Specialist

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

What You'll Do

Customer Issue Resolution

• Serve as a primary escalation point for complex or high-impact customer billing issues.
• Drive timely and effective resolution of billing disputes while ensuring a positive customer experience.
• Manage sensitive or business-critical customer matters through to completion.
• Partner with internal stakeholders to resolve cross-functional billing and operational challenges.

Process Improvement

• Identify inefficiencies, recurring issues, and operational bottlenecks within billing workflows.
• Lead initiatives that improve operational processes, reduce friction, and increase team efficiency.
• Conduct root cause analysis and implement corrective actions to address systemic issues.
• Support continuous improvement initiatives that enhance customer and employee experiences.

Cross-Functional Collaboration

• Partner closely with Billing, Collections, Product, IT, and Go-To-Market teams to resolve operational challenges.
• Collaborate with stakeholders to improve the end-to-end customer journey.
• Support strategic initiatives that require coordination across multiple business functions.
• Act as a trusted operational partner to both regional and global stakeholders.

Reporting & Analytics

• Analyze customer feedback, case data, and operational metrics to identify trends and improvement opportunities.
• Leverage reporting tools to measure performance and monitor operational effectiveness.
• Provide actionable insights to leadership teams to support informed decision-making.
• Track key performance indicators and recommend initiatives that improve service outcomes.

Customer Advocacy

• Act as the voice of the customer within internal discussions and decision-making processes.
• Advocate for customer needs and priorities across operational and strategic initiatives.
• Support initiatives that enhance customer satisfaction and overall customer experience.
• Ensure customer feedback is incorporated into process and operational improvements.

Project Leadership

• Lead or contribute to cross-functional projects focused on customer experience improvement.
• Support initiatives that improve operational scalability, efficiency, and technology adoption.
• Coordinate project activities across business stakeholders and support successful execution.
• Monitor project outcomes and measure the effectiveness of implemented solutions.

Training & Knowledge Management

• Document and maintain operational procedures, best practices, and process documentation.
• Support onboarding and ongoing training initiatives for internal and outsourced teams.
• Partner with offshore BPO teams to ensure consistent knowledge sharing and operational alignment.
• Ensure documentation remains accurate, current, and aligned with evolving business requirements.

Strategic & Distributor Account Billing Support

• Serve as the primary billing operations support resource for Strategic and Distributor accounts across EMEA.
• Partner closely with Go-To-Market teams to proactively identify and resolve complex billing issues.
• Escalate and manage high-priority account concerns that may impact customer retention or revenue.
• Support account health and minimize revenue risk for strategic customers and channel partners.

Requirements:

• Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
• 3-5 years of experience in billing operations, financial operations, customer operations, or a related field.
• 1-2 years of experience leading, supervising, mentoring, or managing operational teams.

Preferred Qualifications

• Experience within a SaaS or subscription-based business environment.
• Strong understanding of subscription billing, recurring revenue models, and customer lifecycle management.
• Experience supporting billing, invoicing, collections, or related financial operations functions.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams and time zones.
• Strong analytical and problem-solving skills, with experience using data to identify trends and drive decision-making.
• Hands-on experience with Salesforce (SFDC), Service Cloud, or comparable CRM and case management platforms.
• Experience working with ERP or financial systems such as NetSuite, Oracle, or similar accounting platforms.
• Proficiency with reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar business intelligence platforms.
• Experience working with outsourced service providers or BPO partners.
• Experience leading operational improvement, workflow optimization, or process transformation initiatives.
• Experience working within a multinational organization and supporting geographically dispersed teams.

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Additional information
Kaseya 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.