Channel Customer Success Manager (Remote)

About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.
Remote positions open to the US only.
The Customer Success Manager (Channel) is responsible for building effective relationships with customers that have procured their KnowBe4 subscription through a Channel Partner 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. Customer Success Manager (Channel) is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
Responsibilities

• 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
• Coordinate with KnowBe4 Channel Partners as appropriate and necessary
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• 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
• 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
• Leverage KnowBe4 assessments
• 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
• Provide feedback and input on KnowBe4 Channel Partners and make genuine recommendations as to whether a partnership should be terminated
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your accounts in the Company’s CRM
• Monitor customer usage, adoption, and customer health metrics
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Forge relationships with new customers that have procured their subscription through a KnowBe4 Channel Partner, including management and executive stakeholders, and understand their objectives
• Coordinate with technical support for technically complex questions

Minimum Qualifications

• Strong negotiation skills
• General understanding of Channel Partners, including Resellers, Distributors, Managed Service Providers, etc.
• Associate’s degree or equivalent work experience and education preferred
• IT experience/exposure is a plus
• Experience with web Browsers (Chrome, Internet Explorer, etc.)
• Experience with Gmail and Google Docs
• Experience with Salesforce or other CRM
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Microsoft Excel and Word
• Prior experience as a Customer Success Manager preferred
• Excellent verbal and written communications
• Ability to build a rapport through phone calls, email and video conferencing
• Must be able to work with minimal supervision
• Excellent time management and organization skills
• Strong collaborative and teamwork skills
• Superior Customer Service skills

The compensation for this position ranges from $65,000-$70,000 including base, bonuses and commissions. For more details, click here.
Our Fantastic Benefits
We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, visit www.knowbe4.com/careers/benefits.
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice 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 federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.