Customer Success Manager MM LATAM Fluent in Spanish
Customer Success Manager MM LATAM Fluent in Spanish
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1 Vacancy
Job Description
About KnowBe4
KnowBe4 the provider of the worlds 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 weve earned numerous other prestigious awards including Glassdoors 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 inperson we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings there is always something exciting happening at KnowBe4.
The Customer Success Manager (MidMarket) (LATAM) is responsible for building effective relationships with customers 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. The Customer Success Manager (MidMarket) is responsible for managing the onboarding of new customers and also 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 enduser 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 KnowBe4s 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 crossfunctional 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 and related upsell
- Do due diligence discovery on opportunities for addons and upgrades and initiate interest in new KnowBe4 products
- Coordinate with Account Managers on the CrossSell team to ensure addon/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 Companys CRM
Minimum Qualifications:
- Associates 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
- Fluent in Spanish
Our Fantastic 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 preemployment testing or otherwise participating in the employee selection process please visit www.knowbe4/careers/requestaccommodation.
No recruitment agencies please.
Required Experience:
Manager
Employment Type
Full Time
