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Junior Client Success Specialist

2 months ago

Clearwater, United States K'nowbe Full time
About KnowBe4

KnowBe4, a leader in security awareness training and simulated phishing solutions, serves tens of thousands of organizations globally. Our mission is to empower businesses to combat social engineering threats by equipping employees with the knowledge to make informed security choices daily.

Recognized by Fortune as a top workplace for women, millennials, and in technology for four consecutive years, we have also achieved certification as a "Great Place To Work" in multiple countries. Our accolades include numerous prestigious awards, such as Glassdoor's Best Places To Work.

At KnowBe4, we prioritize radical transparency, extreme ownership, and continuous professional growth within a supportive environment that encourages authenticity. Whether remote or in-person, we foster a vibrant workplace culture filled with engaging activities, from team lunches to trivia contests.

Position Overview:

The Client Success Specialist plays a crucial role in nurturing strong relationships with existing clients and enhancing their lifetime value within the designated portfolio. This is achieved by delivering exceptional client experiences and optimizing product utilization, ensuring outcomes and value that surpass client expectations. The Specialist will assist new clients during the onboarding process, facilitate growth by identifying upsell opportunities, promote frequent product usage, and manage the renewal process.

Key Responsibilities:
  • Establish and cultivate relationships with new clients to understand their goals.
  • Adopt a consultative approach to devise strategies and plans for achieving client objectives.
  • Utilize KnowBe4's assessment tools to enrich the client journey.
  • Oversee the onboarding process, including account setup, product training, initial phishing simulations, and change management activities.
  • Collaborate with technical support for complex inquiries.
  • Track client usage, adoption rates, and overall health metrics.
  • Engage with clients according to the established engagement model to ensure successful adoption of KnowBe4's offerings and drive additional value throughout the subscription period.
  • Conduct regular business reviews with clients to confirm satisfaction, address technical issues, and promote ongoing product adoption.
  • Lead cross-functional initiatives aimed at enhancing the overall client experience and fostering greater satisfaction and loyalty.
  • Leverage existing tools, processes, and best practices to maximize client value from KnowBe4.
  • Assist the Renewal Specialist with client renewals.
  • Identify opportunities for cross-selling to support client growth.
  • Achieve and surpass bookings targets and quotas.
  • Maintain meticulous records of client accounts in the company's CRM.
Minimum Qualifications:
  • Associate's Degree or equivalent experience preferred.
  • Proficiency in Gmail and Google Docs.
  • Experience with MS Office (Word and Excel).
  • Familiarity with web browsers (Chrome, Internet Explorer, etc.).
  • Experience with Salesforce or other CRM systems preferred.
  • Understanding of standard concepts and practices within the IT Security sector.
  • Strong verbal and written communication skills.
  • Excellent time management and organizational abilities.
  • Exceptional customer service skills.
  • Strong collaborative and teamwork capabilities.
  • Ability to work independently with minimal supervision.
  • Capacity to build rapport with clients through phone, email, and video conferencing.
Our Exceptional Benefits

We provide company-wide monthly bonuses, employee referral bonuses, 401k matching (US), comprehensive medical insurance (US), generous paid time off (varies by country), parental leave (varies by country), adoption assistance, tuition reimbursement, certification reimbursement, completion bonuses for certifications, gym benefits, and a relaxed dress code—all within a modern, high-tech, and enjoyable work environment. For more details about our benefits, please visit our website.

Note: An applicant assessment and background check may be part of your hiring process.

At KnowBe4, we are committed to diversity and inclusion, considering all applicants without bias 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 by applicable law. If you require reasonable accommodation during the application process, please let us know.