Clearwater positions open to candidates located in greater Tampa Bay area.
The Customer Success Manager (Strategic) is responsible for building effective relationships with current strategic 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. The Customer Success Manager (Strategic) is responsible for managing the onboarding of new strategic customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
Responsibilities:
Forge and develop relationships with new and existing strategic customers, including management and executive stakeholders, and understand their objectives
From a consultative approach, leverage gained discovery to develop a strategy and plan for achieving customer objectives
Continually assess and identify customer's SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
Conduct periodic business reviews with customers' stakeholders to confirm satisfaction, resolve technical issues, align with executive goals/expectations and continually drive successful product adoption
Cultivate strong executive level customer advocates
Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations
Maintain a high level of professionalism in the handling and managing of strategic accounts
Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
Coordinate with technical support or Technical Implementation Specialist 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
Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among strategic customers
Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
Coordinate and assist your Renewal Specialist with customer renewals, and add-ons/upgrades related to their renewal
Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products
Meet and exceed targets for performance metrics
Maintain impeccable administration of your accounts in the Company's CRM
Minimum Qualifications:
Associate's Degree or equivalent work experience and education preferred
Experience with onboarding and successfully managing KnowBe4 Enterprise/Strategic accounts preferred
Experience managing accounts with complex IT systems
Experience managing accounts with 1000+ employees
Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
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.)
Prior experience as an Enterprise Customer Success Manager