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Customer Success Manager -UK&I (Position located in York, England)

Employer
KnowBe4
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

View more

Sector
Technology & New Media
Contract Type
Permanent
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Job Details

KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4's platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.

We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last five years.To learn more about our team and office culture in the Netherlands, visit the following links.Glassdoor: https://www.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm

LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk

The Customer Success Manager- UK&I 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 managing the onboarding of new customers, the renewal process and customer growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities.

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 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 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
  • Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
  • Negotiate with customers on opportunities to prevent churn and secure optimal terms
  • Employ pricing strategies that meet the Company's standards, policies, and procedures
  • Generate pricing quotes for renewals, add-ons, and upsells
  • Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts and meet regularly with your manager to review
  • Meet and exceed bookings targets and quotas
  • Maintain impeccable administration of your accounts in the Company's CRM


Minimum Qualifications
  • 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
  • Previous sales or negotiation experience
  • 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

Note: An applicant assessment, background check and drug test may be part of your hiring procedure.

No recruitment agencies, please.

" KnowBe4's data protection practices for EEA applicants is covered by the Applicant Data Protection Notice which is found at https://knowbe4.com/privacy-policy . By submitting your personal information, you agree to KnowBe4's data handling practices and confirm that you have reviewed the Applicant Data Protection Notice."
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