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CSM Operations Manager

Company: KnowBe4
Location: Clearwater
Posted on: April 3, 2021

Job Description:

KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. 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.

  • This position is located in Clearwater, FL and is only temporarily remote due to current COVID restrictions.*****

    As Customer Success Operations Manager, this person will work to create scalable processes that ensure best practices in customer success. He/she will conduct complex data analyses that will be used to inform strategic decisions by stakeholders from across the company and will be working in a fast-paced environment managing multiple projects at once.

    Responsibilities
  • Establish and maintain scalable processes that ensure best practices in understanding and reporting on customer health
  • Create and maintain metrics reports on determined KPIs for the customer success area
  • Analyze Salesforce data to develop insights and make recommendations on areas for optimization
  • Monitor and maintain data quality within the systems and reporting used by Customer Success
  • Evaluate and implement new technologies and add-on applications to improve and optimize performance
  • Facilitate the growth of the Customer Success team via splits of Salesforce accounts and opportunities
  • Other projects as needed in the Operations Department

    Minimum Qualifications
    • Bachelor's degree or equivalent work experience
    • Experience with Gmail and Google Docs
    • Experience with MS Office (Word and Excel)
    • Experience with web browsers (Chrome, Internet Explorer, etc.)
    • Experience with a CRM, such as Salesforce
    • Strong verbal and written communications
    • Excellent time management and organization skills
    • Proficiency with a CRM, such as Salesforce
    • Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data analysis.
    • Proficiency in system/workflow analysis
    • Ability to manage multiple projects at the same time in a fast-paced environment.
    • Technically capable, excellent communicator, and a desire to improve processes.
    • Team Player
    • Ability to work autonomously
      Note: An applicant assessment, background check and drug test may be part of your hiring procedure.

      Individuals seeking employment at KnowBe4 are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

      No recruitment agencies, please.

Keywords: KnowBe4, Clearwater , CSM Operations Manager, Executive , Clearwater, Florida

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