Clearwater positions open to candidates located in greater Tampa Bay area.
The VP Global MSP Success is accountable for successfully leading and growing the MSP Bulk and Per-Client MSP Partner Success teams, which are responsible for managing the post-sale customer lifecycle for MSP Bulk and Per Client partners around the world. With a Product Officer mindset, the VP Global MSP Success will take extreme ownership for driving performance and managing the production of the Partner Success teams to meet and exceed onboarding, upsell, cross-sell and renewal targets.
Responsibilities:
Take extreme ownership in developing high performing Partner Success teams and successfully manage the daily, weekly, monthly and quarterly production
Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
Track, manage and ensure that the Partner Success teams are delivering value, results and outcomes that align to customer objectives
Track, manage and ensure that the Partner Success teams are delivering exceptional partner experiences
Track, manage and ensure that the prescribed partner journey and engagement model for MSP partners is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve
Ensure that all aspects of the post-sale customer lifecycle are optimally managed by partners
Track, manage and promote robust customer health and avoid customer churn
Develop and execute playbooks for the Partner Success teams, including an MSP playbook to ensure that appropriate plays and strategies are leveraged by our MSP partners to assist them in growing their KnowBe4 business
Deliver key Partner Success outcomes, including reducing time to value by onboarding new partners and customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
Conduct business reviews and report key Partner and Customer Success outcomes and metrics to Deputy EVP Global Customer Success
Serve as a trusted advisor to executive level partners and customers, forge relationships and provide insights and recommendations that support their objectives
Serve as an executive level escalation point for MSP partner and customer issues and assist Partner SuccessManagers with tags
Assist in negotiations with partners on opportunities to prevent churn and secure optimal terms
Enforce pricing strategies that meet the Company's standards, policies, and procedures
Own and manage the overall pipeline and the daily, weekly and monthly forecasts for Partner Success and meet regularly with the Deputy EVP Global Customer Success to review
Develop and manage OKRs
Meet and exceed Partner Success monthly onboarding targets and monthly, quarterly and annual upsell, cross-sell and renewal targets
Enforce impeccable administration of opportunities in the Company's CRM
Plan, lead and manage the growth, expansion and organizational capacity of the Partner Success Department
Work with the Deputy EVP Global Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
Communicate effectively with Partner Success Managers to ensure that all policies and procedures are well understood
Work closely with the Deputy EVP Global Customer Success to develop and manage personal success plans for Partner Success Managers that are underperforming and need improvement
Develop and groom strong, high performing Partner Success Managers
Promote a practice of continuous learning within your teams
Forge relationships with other leaders across the Company and promote cross-functional collaboration
Promote Partner and Customer Success within the Company, evangelize success stories and celebrate accomplishments
Provide qualitative and quantitative partner feedback and input to the Product Sector and Courseware Development Sector
Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Minimum Qualifications:
Bachelor's Degree required, MBA preferred
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Minimum 6 years cultivating and managing partner and customer relationships
Minimum 3 years software sales experience preferred
Minimum 3 years management experience leading high growth SaaS post sales Partner and/or Customer Success teams
Minimum 3 years working with channel partners, including MSPs
Experience managing a high volume of partners and customers across a variety of verticals within a SaaS subscription model
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Experience delivering customer value, outcomes and results that align with customer objectives
Experience delivering exceptional customer experiences
Experience managing projects
Strong empathy for customers and passion for driving growth
Good understanding of financial and operational levers in a SaaS recurring revenue business model
Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives
Demonstrated ability to drive exceptional customer experiences
Analytics, process-oriented mindset
Demonstrated ability to drive continuous improvement
Excellent verbal and written communications
Excellent time management, prioritization and organization skills
Superior customer service skills
Strong collaborative and team work skills
Ability to build rapport with customers via phone, email and video conferencing
Strong critical thinking skills
High energy leader with proven ability to inspire and motivate teams to exceed targets
Ability to manage, scale and build large, high performing teams
Self-motivated with ability to work with minimal supervision
Ability to travel (up to 20%)