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.

You will report to the Head of Global Success Operations and Transformation.

Does This Describe You:

You're passionate about internal and external communications, with the ability to lead and create change.

A Look Inside the Job:

• Own the Tech Touch program at Datto across the partner journey by administering email campaigns in our Customer Success tool (Gainsight), driving partner adoption of Datto products at scale
• Use automation and calls to action (CTAs) to drive our Partner Success team to reach to the right partners, at the right time, with what they need
• Develop engaging and targeted partner communications templates for the Partner Success team to use in 1:many and 1:1 success plays
• Track and report on email performance metrics (open rate, click rate of email messages) and optimize programs continuously through innovative practices including A/B testing
• Manage roadmap of partner enablement initiatives and internal tool enhancements to further foster digital transformation and partner engagement
• Collaborate internally to develop a partner communications strategy with our GTM team that reaches the desired goals of all partner-facing teams
• Establish messaging that consistently matches our desired tone and takes into consideration the key initiatives and goals of our Sales, Marketing and Partner Success teams
• Act as a representative of Partner Success to internal teams, providing recommendations for partner-facing communications and coordinating Partner outreach projects
• Create materials that help internal teams understand our tech touch strategy and communicate the progress of these initiatives
• Partner with our Incident Management team to contribute to incident communication plans which may encompass FAQs and talk tracks for Partner Success team use

About You:

• Impeccable oral and written communication skills with acute attention to detail
• 5+ years relevant work experience in an account management, customer success role or customer service role with an affinity for technology, data and process required
• Experience with tech-touch models or SMB customer segments a strong plus
• Experience creating or administering email campaigns a plus
• Bachelor’s degree required
• Skilled in Salesforce CRM, experience with Gainsight, Totango or another Customer Success tool preferred
• Salesforce or Gainsight admin certification a plus, willingness to work towards relevant systems certifications if not already received
• Marketo or marketing automation tool experience a plus
• Adaptable and able to solve issues with little to no definition or process
• Self motivated; ability to thrive in a role with no precedent
• Customer (Partner) Service-oriented; passionate about creating amazing experiences
• Willingness to travel to other Datto offices as needed, ~10%

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
• 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.