What are the responsibilities and job description for the Customer Success Manager (Strategic) (Hybrid) position at KnowBe4?
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
