Customer Success Manager – Enterprise

🕒 Julho 23

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $84.000 - $94.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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KnowBe4

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2010

🔒 Cibersegurança

☁️ SaaS

📚 Educação

Cybersecurity • SaaS • Education

KnowBe4 é uma plataforma líder especializada em treinamento de conscientização em segurança e phishing simulado para ajudar organizações a gerenciar o fator humano da cibersegurança. A plataforma KnowBe4 HRM+ é utilizada por aproximadamente 70. 000 organizações no mundo todo para reforçar estratégias de gestão de riscos em cibersegurança, integrando soluções impulsionadas por IA para aprimorar a cultura de segurança e o comportamento dos usuários. A KnowBe4 oferece um conjunto abrangente de produtos, incluindo segurança de e-mail, security coaching e treinamentos de compliance, projetados para educar e proteger contra engenharia social, phishing e outras ameaças cibernéticas. Sua abordagem inovadora combina security coaching em tempo real e agentes de defesa com IA para mitigar riscos humanos e reduzir vulnerabilidades. Confiada por muitas das principais empresas de cibersegurança, a KnowBe4 é um ator relevante na elevação da conscientização em segurança e do compliance em diversos setores.

Descrição

• Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives • From a consultative approach, develop a strategy and plan for achieving customer objectives • Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture • Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations • Maintain a high level of professionalism in the handling and managing of enterprise accounts • Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization • 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 Renewal Specialist with customer renewals • Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products • Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products • Meet and exceed targets for performance metrics • Maintain impeccable administration of your accounts in the Company’s CRM

🎯 Requisitos

• Associate’s Degree or equivalent work experience and education preferred • Experience managing accounts with complex IT systems • Experience managing accounts with 1000+ employees • Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure • 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 • SACP Certification • 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

🏖️ Benefícios

• company-wide bonuses based on monthly sales targets • employee referral bonuses • adoption assistance • tuition reimbursement • certification reimbursement • certification completion bonuses