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

KnowBe4 ,
York, North Yorkshire
More Details

Overview

Job Description

KnowBe4, Inc. is a high growth information security company. We are the world's largest provider of new-school security awareness training and simulated phishing. KnowBe4 was created to help organizations manage the ongoing problem of social engineering. 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. We have ranked a best place to work forwomen, millennials, andin technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the lastfiveyears.We have also had27 record-setting quarters in a row. The Lead Customer Success Manager UK&I is responsible for building effective and longstanding relationships with current customers and Managed Service Providers and for maximizing the lifetime value within the assigned portfolio. This is accomplished by delivering a great customer and MSP partner experience, maximizing the utility and value of our products, as well as delivering outcomes, results, and value that exceed expectations. The Lead Customer Success Manager UK&I is responsible for managing the onboarding of new customers and MSPs, the renewal process, and customer and MSP partner growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities. With a production demand mindset, the Lead Customer Success Manager UK&I will take extreme ownership for driving performance and managing production of the assigned Customer Success team. Responsibilities: * Forge relationships with new customers and MSP partners to understand their objectives * From a consultative approach, develop a strategy and plan for achieving customer objectives * Work with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics * Leverage KnowBe4 assessments * Manage the prescribed onboarding process with customers and MSP partners including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities * Ensure that the MSP partner sales teams are trained on how to conduct an effective KnowBe4 demo for their prospective customers * Ensure that the MSP partners are leveraging the use of partner accessible KnowBe4 assets, including the partner portal * Coordinate with technical support for technically complex questions * Monitor customer and MSP partner usage, adoption, and account health metrics * Continue working with customers and MSP partners 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 and participate in periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption * Ensure quarterly business reviews occur with key MSP partners to evaluate and monitor the relationship and performance * Drive cross-functional initiatives that will improve the overall customer and MSP partner experience and lead to greater satisfaction and loyalty * Leverage new and existing tools, processes and best practices to ensure customers and MSP partners are realizing the greatest possible value from KnowBe4 * Be proactive when conducting discovery with customers and MSP partners on opportunities and handle any objections to ensure predictability of successfully closing those opportunities * Maintain impeccable administration of your accounts in the Company's CRM * Take extreme ownership in developing a high performing Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets * Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions * Track, manage, and ensure that your Customer Success team is delivering value, results and outcomes that align to customer and MSP partner objectives * Track, manage and ensure that your Customer Success team is delivering exceptional customer and MSP partner experiences * Track, manage and ensure that the prescribed customer journey and engagement model for each of the customer stratification levels is seamlessly and consistently adhered to * Develop and groom strong customer advocates * Serve as a management escalation point for customer issues and assist CSMs with tags * Manage negotiations with customers and MSP partners on opportunities to prevent churn and to secure optimal terms * Employ pricing strategies that meet the Company's standards, policies and procedures * Generate and manage pricing quotes for renewals, add-ons, and upsell * Own and manage the overall 30, 60 and 90 day opportunity pipeline, daily and weekly forecasts, and meet regularly with your manager to review * Meet and exceed monthly

People also viewed