Customer Success Manager (Enterprise) (Fluent in Italian) (Position located in U

About KnowBe4

KnowBe4, the provider of the world's 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 we've earned numerous other prestigious awards, including Glassdoor's 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 in-person, 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 International Enterprise Customer Success Manager (Enterprise) is responsible for building effective relationships with current 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 Enterprise CSM is responsible for managing the onboarding of new customers, the renewal process and customer growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities.

Responsibilities:

• Forge relationships with new customers and understand their objectives
• Develop a strategy and plan for achieving customer objectives from a consultative approach
• 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
• Continue to work with customers per prescribed engagement model to support ongoing successful adoption of KnowBe4’s 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 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
• Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
• Negotiate with customers on opportunities to prevent churn and secure optimal terms
• Employ pricing strategies that meet the Company’s standards, policies, and procedures
• Generate pricing quotes for renewals, add-ons, and upsells
• Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts and meet regularly with your manager to review
• 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
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Experience with Salesforce or other CRM preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Prior experience as a Customer Success Manager
• Previous sales or negotiation experience
• Experience in working with customers via channel partners preferred
• Strong verbal and written communications
• Fluent in Italian
• Excellent time management and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to work with minimal supervision
• Ability to build rapport with customers via phone, email and video conferencing

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, visit www.knowbe4.com/careers/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 pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.