Customer Success Manager - Clearwater, United States - KnowBe4

KnowBe4

Verified Company

Clearwater, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe.

KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves.

Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

The Customer Success Manager (SMB) is responsible for building effective relationships with customers and for maximizing the customer lifetime value within the assigned portfolio.

This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations.

Customer Success Manager is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities:

Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
From a consultative approach, develop a strategy and plan for achieving customer objectives
Leverage KnowBe4 assessments
Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial enduser phishing and training campaigns, and other change management activities
Coordinate with technical support for technically complex questions
Monitor customer usage, adoption, and customer health metrics
Continually work with customers, including management and executive stakeholders, per prescribed engagement model to support ongoing successful adoption of KnowBe4's products and to drive additional value throughout the lifetime of the subscription term
Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction
Drive crossfunctional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe
Coordinate and assist your Renewal Specialist with customer renewals within your portfolio.
Coordinate with Account Managers on the Cross-Sell team to ensure addon/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products.
Meet and exceed bookings targets and quotas
Maintain impeccable administration of your accounts in the Company's CRM

Minimum Qualifications:

Associate's degree or equivalent work experience and education preferred
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Experience with Microsoft Excel and Word
Experience with Gmail and Google Docs
Experience with web Browsers (Chrome, Internet Explorer, etc.)
IT experience/exposure is a plus
Prior experience as a Customer Success Manager preferred
Excellent verbal and written communications
Superior Customer Service skills
Excellent time management and organization skills
Strong collaborative and teamwork skills
Strong negotiation skills
Must be able to work with mínimal supervision

Our Fantastic Benefits