Channel Customer Success Manager (Remote)

KnowBe4

California

United States

Customer Service / Call Center
(No Timezone Provided)

Responsibilities

:
  • Forge relationships with new customers that have procured their subscription through a KnowBe4 Channel Partner, including management and executive stakeholders, and understand their objectives
  • From a consultative approach, develop a strategy and plan for achieving customer objectives
  • Leverage KnowBe4 assessments
  • 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, 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
  • Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
  • Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction 
  • 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 Pricing Specialist with customer renewals, add-ons and upgrades within your portfolio
  • Meet and exceed bookings targets and quotas
  • Maintain impeccable administration of your accounts in the Company’s CRM
  • Coordinate with KnowBe4 Channel Partners as appropriate and necessary
  • Provide feedback and input on KnowBe4 Channel Partners and make genuine recommendations as to whether a partnership should be terminated
  •  Minimum Qualifications:

  • Associate’s degree or equivalent work experience and education preferred
  • 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.)
  • IT experience/exposure is a plus
  • Prior experience as a Customer Success Manager preferred
  • General understanding of Channel Partners, including Resellers, Distributors, Managed Service Providers, etc.
  • Excellent verbal and written communications
  • Superior Customer Service skills
  • Excellent time management and organization skills
  • Ability to build a rapport through phone calls, email and video conferencing
  • Strong collaborative and teamwork skills
  • Strong negotiation skills
  • Must be able to work with minimal supervision
  • Channel Customer Success Manager (Remote)

    KnowBe4

    California

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    Responsibilities

    :
  • Forge relationships with new customers that have procured their subscription through a KnowBe4 Channel Partner, including management and executive stakeholders, and understand their objectives
  • From a consultative approach, develop a strategy and plan for achieving customer objectives
  • Leverage KnowBe4 assessments
  • 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, 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
  • Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
  • Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction 
  • 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 Pricing Specialist with customer renewals, add-ons and upgrades within your portfolio
  • Meet and exceed bookings targets and quotas
  • Maintain impeccable administration of your accounts in the Company’s CRM
  • Coordinate with KnowBe4 Channel Partners as appropriate and necessary
  • Provide feedback and input on KnowBe4 Channel Partners and make genuine recommendations as to whether a partnership should be terminated
  •  Minimum Qualifications:

  • Associate’s degree or equivalent work experience and education preferred
  • 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.)
  • IT experience/exposure is a plus
  • Prior experience as a Customer Success Manager preferred
  • General understanding of Channel Partners, including Resellers, Distributors, Managed Service Providers, etc.
  • Excellent verbal and written communications
  • Superior Customer Service skills
  • Excellent time management and organization skills
  • Ability to build a rapport through phone calls, email and video conferencing
  • Strong collaborative and teamwork skills
  • Strong negotiation skills
  • Must be able to work with minimal supervision