Customer Success Manager (SMB) (Position located in South Africa) at Knowbe4

Knowbe4

Cape Town, Western Cape, South Africa·2h ago

ManagerFull-timeRustGoAI

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Success Manager (SMB) to join our team at KnowBe4, the global leader in Human Risk Management. This role is responsible for building effective relationships with customers and maximizing the customer lifetime value within the assigned portfolio.

Key Responsibilities

→Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
→Develop a strategy and plan for achieving customer objectives from a consultative approach
→Manage the steps of the onboarding process with the customer, including account configuration, product and best practice training, and initial end-user phishing and training campaigns
→Coordinate with technical support for technically complex questions
→Monitor customer usage, adoption, and customer health metrics
→Continually work with customers to support ongoing successful adoption of KnowBe4’s products and drive additional value throughout the subscription term
→Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and drive successful product adoption
→Conduct periodic strategic engagement reviews with management and executive stakeholders
→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 with customer renewals within your portfolio
→Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on
→Meet and exceed bookings targets and quotas
→Maintain impeccable administration of your accounts in the Company’s CRM

Requirements

✓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
✓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