Enterprise Customer Success Specialist

il y a 3 semaines

Lyon, Auvergne-Rhône-Alpes, France KnowBe4 Temps plein

About KnowBe4

KnowBe4 is recognized as the leading provider of security awareness training and simulated phishing solutions, utilized by numerous organizations worldwide. Our mission is to assist businesses in tackling the persistent challenge of social engineering by empowering employees to make informed security choices daily.

We have been honored by Fortune as a top workplace for women, millennials, and technology for four consecutive years. Additionally, we have received certification as a 'Great Place To Work' in eight countries and numerous accolades, including Glassdoor's Best Places To Work.

Our culture emphasizes radical transparency, extreme ownership, and ongoing professional growth within a supportive environment that encourages individuality. Whether working remotely or in the office, we aim to create an enjoyable and engaging atmosphere, filled with team lunches, trivia contests, and exciting local events.

The Enterprise Customer Success Specialist plays a crucial role in fostering strong relationships with existing clients and enhancing the customer lifetime value within their designated portfolio. This is achieved by providing an exceptional customer experience, optimizing product utilization, and delivering outcomes that surpass client expectations. The Specialist is also responsible for overseeing the onboarding of new clients, managing the renewal process, and identifying opportunities for upselling and add-ons.

Key Responsibilities:

  • Establish and nurture relationships with both new and existing clients, including management and executive stakeholders, to understand their goals.
  • Develop a strategic plan through a consultative approach to meet customer objectives.
  • Assess and identify the maturity level of the customer's security awareness program, collaborating with leadership to cultivate a sustainable security culture.
  • Assist clients in developing and managing a robust security awareness program aligned with executive goals.
  • Maintain professionalism while managing enterprise accounts.
  • Utilize KnowBe4 assessments to enhance program design and improve organizational security culture.
  • Oversee the onboarding process, including account setup, product training, initial phishing campaigns, and change management activities.
  • Collaborate with technical support for complex inquiries.
  • Monitor customer engagement, usage, and health metrics.
  • Engage with clients regularly to ensure successful adoption of KnowBe4's products and drive additional value throughout the subscription period.
  • Conduct periodic business reviews to confirm client satisfaction, address technical issues, and promote product adoption.
  • Facilitate strategic engagement reviews with stakeholders to ensure alignment on objectives, industry trends, and overall satisfaction.
  • Lead cross-functional initiatives aimed at enhancing the customer experience and fostering loyalty.
  • Implement tools and best practices to maximize customer value from KnowBe4.
  • Assist the Renewal Specialist with customer renewals.
  • Identify opportunities for add-ons and upgrades, generating interest in new KnowBe4 products.
  • Coordinate with Account Managers to ensure follow-up on add-on scenarios and referrals for new products.
  • Achieve and exceed performance metrics.
  • Maintain accurate administration of accounts within the Company's CRM.

Qualifications:

  • Associate's Degree or equivalent experience preferred.
  • Experience managing accounts with complex IT systems.
  • Experience with accounts of 1000+ employees.
  • Proven ability to communicate effectively with high-level executives in enterprise accounts.
  • Familiarity with standard practices in the IT Security field.
  • Experience with Salesforce or similar CRM platforms.
  • Proficient in Microsoft Excel and Word.
  • Familiarity with Gmail and Google Docs.
  • Experience with web browsers (Chrome, Internet Explorer, etc.).
  • IT experience is a plus.
  • Prior experience as a Customer Success Manager.
  • SACP Certification is advantageous.
  • Exceptional verbal and written communication skills.
  • Strong customer service orientation.
  • Excellent time management and organizational abilities.
  • Ability to build rapport through various communication channels.
  • Strong collaborative and teamwork skills.
  • Effective negotiation skills.
  • Ability to work independently with minimal supervision.

Our Fantastic Benefits

We provide company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully covered medical insurance (US), generous paid time off, parental leave, adoption assistance, tuition reimbursement, certification reimbursement, gym benefits, and a relaxed dress code, all within a modern, high-tech, and enjoyable work environment.

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 law.

No recruitment agencies, please.

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