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The Customer Success Manager - Africa is responsible for building effective relationships with customers that have procured their KnowBe4 subscription through a Channel Partner 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. Customer Success Manager (Channel TT/SMB) is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
Responsibilities:

Forge relationships with new customers that have procured their subscription through a KnowBe4 Channel Partner, 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
Continually work with customers, including management and executive stakeholders, 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
Coordinate and assist your Pricing Specialist with customer renewals, add-ons and upgrades within your portfolio
Meet and exceed bookings targets and quotas
Maintain impeccable administration of your accounts in the Company’s CRM
Coordinate with KnowBe4 Channel Partners as appropriate and necessary
Provide feedback and input on KnowBe4 Channel Partners and make genuine recommendations as to whether a partnership should be terminated

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
General understanding of Channel Partners, including Resellers, Distributors, Managed Service Providers, etc.
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