Customer Success Manager (MM) (Position located in Melbourne, Australia)

Job Description

To learn more about our team and office culture in Melbourne, Australia, visit the following links: Careers Page: Glassdoor: The Customer Success Manager (Mid-Market) is responsible for building effective relationships with customers and 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 Customer Success Manager (Mid-Market) is responsible for managing the onboarding of new customers and assisting the Renewal Specialist with the renewal process. Responsibilities: Forge relationships with new customers, including management and executive stakeholders, 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. Work with customers per prescribed engagement model 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 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 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 realize the greatest possible value from KnowBe4. Coordinate and assist your Renewal Specialist with customer renewals and related upsell. Conduct due diligence 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. Meet and exceed bookings targets and quotas. Maintain impeccable administration of your accounts in the Company’s CRM. Minimum Qualifications: 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 communication skills. Superior customer service skills. Excellent time management and organization skills. Ability to build rapport through phone calls, email, and video conferencing. Strong collaborative and teamwork skills. Strong negotiation skills. Must be able to work with minimal supervision. #J-18808-Ljbffr