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Entry Customer Success Manager

3 months ago

Clearwater, United States KnowBe4 Full time

Clearwater positions open to candidates located in greater Tampa Bay area.

The Customer Success Manager is responsible for building effective relationships with current 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 CSM 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 and understand their objectives

From a consultative approach, develop a strategy and plan for achieving customer objectives

Leverage KnowBe4 assessment tools to enhance the customer journey

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 for technically complex questions

Monitor customer usage, adoption, and customer health metrics

Continually work with customers 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

Drive cross-functional 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 KnowBe4

Coordinate and assist your Renewal Specialist with customer renewals

Identify cross-sell opportunities for customer growth

Meet and exceed bookings targets and quotas

Maintain impeccable administration of your accounts in the Company’s CRM

MinimumQualifications:

Associate’s Degree or equivalent work experience and education preferred

Experience with Gmail and Google Docs

Experience with MS Office (Word and Excel)

Experience with web browsers (Chrome, Internet Explorer, etc.)

Experience with Salesforce or other CRM preferred

Familiarity with standard concepts, practices and procedures within the IT Security Field

Strong verbal and written communications

Excellent time management and organization skills

Superior customer service skills

Strong collaborative and team work skills

Ability to work with minimal supervision

Ability to build rapport with customers via phone, email and video conferencing

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