Enterprise Client Success Leader
il y a 3 semaines
About KnowBe4
KnowBe4 is recognized as the leading provider of security awareness training and simulated phishing solutions, serving a vast array of organizations worldwide. Our mission is to empower companies to tackle the persistent challenge of social engineering by equipping their workforce with the knowledge to make informed security choices daily.
We have consistently been acknowledged as a top workplace for women, millennials, and in the tech sector, earning accolades for four consecutive years. Our certifications as a "Great Place To Work" span across eight countries, complemented by numerous prestigious awards, including Glassdoor's Best Places To Work.
Our organizational culture is built on principles of radical transparency, extreme ownership, and ongoing professional growth, fostering an inclusive environment where every employee can thrive. Whether working remotely or in the office, we ensure that our workplace remains vibrant and engaging, featuring team lunches, trivia contests, and local events that keep the excitement alive at KnowBe4.
Role Overview:
The Customer Success Manager (Enterprise) plays a pivotal role in cultivating strong relationships with our existing clientele while enhancing the customer lifetime value within their designated portfolio. This involves delivering exceptional customer experiences and maximizing product utilization, alongside achieving outcomes and value that surpass client expectations. The CSM (Enterprise) is also tasked with overseeing the onboarding of new clients, managing the renewal process, and identifying opportunities for customer growth through add-ons and upselling.
Key Responsibilities:
- Establish and nurture relationships with both new and existing clients, including management and executive stakeholders, to understand their goals.
- Utilize a consultative approach to devise strategies and plans that align with customer objectives.
- Continuously evaluate and identify the maturity level of the customer's security awareness training program, collaborating with leadership to foster a sustainable security culture.
- Assist administrators in developing and managing a robust security awareness program that aligns with executive goals and expectations.
- Exhibit professionalism in managing enterprise accounts.
- Leverage KnowBe4 assessments, such as ASAP, for program design and utilize SAPA and SCS to enhance organizational proficiency and security culture.
- Oversee the onboarding process for customers, including account setup, product training, initial phishing simulations, and change management activities.
- Collaborate with technical support for complex inquiries.
- Monitor customer engagement, adoption rates, and overall health metrics.
- Engage with customers regularly, including management and executive stakeholders, to ensure successful adoption of KnowBe4's products and drive additional value throughout the subscription period.
- Conduct regular business reviews with clients to assess satisfaction, address technical issues, and promote successful product adoption.
- Facilitate strategic engagement reviews with management and executive stakeholders to ensure alignment on objectives, industry trends, benchmarking, value delivered, and overall satisfaction.
- Lead cross-functional initiatives aimed at enhancing the overall customer experience, fostering greater satisfaction and loyalty.
- Utilize new and existing tools, processes, and best practices to ensure customers derive maximum value from KnowBe4.
- Support your Renewal Specialist in managing customer renewals.
- Identify opportunities for add-ons and upgrades, generating interest in new KnowBe4 products.
- Coordinate with Account Managers on the Cross-Sell team to ensure follow-up on add-on/upgrade scenarios and referrals for new products.
- Achieve and surpass performance metrics targets.
- Maintain meticulous administration of your accounts within the Company's CRM.
Qualifications:
- Associate's Degree or equivalent experience preferred.
- Proven experience managing accounts with complex IT systems.
- Experience handling accounts with over 1000 employees.
- Ability to communicate effectively with high-level executives in enterprise accounts while maintaining professionalism.
- Familiarity with standard concepts, practices, and procedures in the IT Security field.
- Experience with Salesforce or similar CRM systems.
- Proficiency in Microsoft Excel and Word.
- Experience with Gmail and Google Docs.
- Familiarity with web browsers (Chrome, Internet Explorer, etc.).
- IT experience or exposure is advantageous.
- Prior experience as a Customer Success Manager is preferred.
- SACP Certification is a plus.
- Exceptional verbal and written communication skills.
- Outstanding customer service abilities.
- Excellent time management and organizational skills.
- Ability to build rapport through phone, email, and video conferencing.
- Strong collaborative and teamwork capabilities.
- 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 (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 procedure.
KnowBe4 is an equal opportunity employer. We consider applicants without regard 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. If you require reasonable accommodation in completing this application, interviewing, or participating in the employee selection process, please let us know.
No recruitment agencies, please.
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