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Enterprise Customer Success Regional Director

Company: KnowBe4
Location: Clearwater
Posted on: September 15, 2020

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, every day.We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last five years. We have also had 27 record-setting quarters in a row.The Enterprise Customer Success Regional Director is accountable for successfully leading and growing the SMB Customer Success Department, which is responsible for managing the post-sale customer lifecycle for Enterprise customers in North America. With a Product driven mindset, the Enterprise Customer Success Regional Director will take extreme ownership for driving performance and managing the production of the Enterprise Customer Success teams to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets.Responsibilities Take extreme ownership in developing high performing Enterprise Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly Track, manage and ensure that the Enterprise Customer Success teams are delivering value, results and outcomes that align to customer objectives Track, manage and ensure that the Enterprise Customer Success teams are delivering exceptional customer experiences Track, manage and ensure that the prescribed customer journey and engagement model for Enterprise customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve Ensure that all aspects of the post-sale customer lifecycle are optimally managed Track, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn Develop and execute playbooks for Enterprise Customer Success teams Deliver key Enterprise Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet Conduct business reviews and report key Customer Success outcomes and metrics to VP Enterprise/Channel/KCM Customer Success and SVP Global Customer Success Develop and groom strong customer advocates Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives Serve as an executive level escalation point for customer issues and assist VP Customer Relations, Enterprise Customer Success managers, CSMs and Pricing Specialists with tags Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms Enforce pricing strategies that meet the Company's standards, policies, and procedures Own and manage the overall pipeline and the daily, weekly and monthly forecasts for Enterprise Customer Success and meet regularly with VP Enterprise/Channel/KCM Customer Success and SVP Global Customer Success to review Develop and manage OKRs Meet and exceed Enterprise Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets Enforce impeccable administration of opportunities in the Company's CRM Promote referrals for new business sales Plan, lead and manage the growth, expansion and organizational capacity of the Enterprise Customer Success Department Work with Growth, VP Enterprise/Channel/KCM Customer Success and SVP Global Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth Communicate effectively with Enterprise Customer Success managers, CSMs and Pricing Specialists to ensure that all policies and procedures are well understood Work closely with Growth, VP Enterprise/Channel/KCM Customer Success and Enterprise Customer Success managers to develop and manage coaching plans for CSMs and Pricing Specialists that are underperforming and need improvement Develop and groom strong, high performing VP Customer Relations, Enterprise Customer Success managers, CSMs and Pricing Specialists Promote a practice of continuous learning within CSM Forge relationships with other leaders across the Company and promote cross-functional collaboration Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector Hire, fire, discipline and promote subordinates within Enterprise Customer Success Department Minimum Qualifications Bachelor's Degree required, MBA preferred cation preferred Experience with Gmail and Google Docs Experience with MS Office (Word and Excel) Experience with web browsers (Chrome, Internet Explorer, etc.) 6+ years managing customers 3+ years software sales experience preferred 3+ years management experience leading high growth SaaS post sales Customer Success teams 2+ years working with channel partners Experience managing a high volume customers across a variety of verticals within a SaaS subscription model Familiarity with standard concepts, practices and procedures within the IT Security Field Experience with Salesforce or other CRM Experience delivering customer value, outcomes and results that align with customer objectives Experience delivering exceptional customer experiences Experience managing projects Strong empathy for customers and passion for driving growth Good understanding of financial and operational levers in a SaaS recurring revenue business model Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives Demonstrated ability to drive exceptional customer experiences Analytics, process-oriented mindset Demonstrated ability to drive continuous improvement Excellent verbal and written communications Excellent time management, prioritization and organization skills Superior customer service skills Strong collaborative and team work skills Ability to build rapport with customers via phone, email and video conferencing Strong critical thinking skills High energy leader with proven ability to inspire and motivate teams to exceed targets Ability to manage, scale and build large, high performing teams Self-motivated with ability to work with minimal supervision Note: An applicant assessment, background check and drug test may be part of your hiring procedure.No recruitment agencies, please.

Keywords: KnowBe4, Clearwater , Enterprise Customer Success Regional Director, Executive , Clearwater, Florida

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