Customer Success Manager
Vor 3 Tagen
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.
Please submit your resume in English.
To learn more about our team and office culture in Berlin, Germany, visit the following links.
Careers Page:
Glassdoor:
The Customer Success Manager (Mid-Market) 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. The Customer Success Manager (Mid-Market) is responsible for managing the onboarding of new customers, and also assisting the Renewal Specialist with the renewal process.
Responsibilities:
Forge relationships with new customers, including management and executive stakeholders, and understand their objectivesFrom a consultative approach, develop a strategy and plan for achieving customer objectivesLeverage KnowBe4 assessmentsManage 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 activitiesCoordinate 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 termPerform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoptionConduct 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 cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customersLeverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4Coordinate and assist your Renewal Specialist with customer renewals and related upsellDo due diligence discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 productsCoordinate 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 productsMeet and exceed targets for performance metricsMeet and exceed bookings targets and quotasMaintain impeccable administration of your accounts in the Company’s CRMMinimum Qualifications:
Associate’s degree or equivalent work experience and education preferred Familiarity with standard concepts, practices and procedures within the IT Security FieldExperience with Salesforce or other CRMExperience with Microsoft Excel and WordExperience with Gmail and Google DocsExperience with web Browsers (Chrome, Internet Explorer, etc.)IT experience/exposure is a plusPrior experience as a Customer Success Manager preferredExcellent verbal and written communicationsSuperior Customer Service skillsExcellent time management and organization skillsAbility to build a rapport through phone calls, email and video conferencingStrong collaborative and teamwork skillsStrong negotiation skillsMust be able to work with minimal supervisionOur Fantastic Benefits
We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, visit .
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
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