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Customer Success Manager - LATAM (Remote)

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Posted a month ago United States Salary undisclosed
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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 six years.

The Customer Success Manager- LATAM is responsible for building effective relationships with current 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 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 with 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
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
Fluent in Spanish
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM preferred
Experience with Microsoft Excel and Word
Experience with web Browsers (Chrome, Internet Explorer, etc.)
Experience with Gmail and Google Docs
Previous sales or negotiation experience
Excellent verbal and written communications
Superior Customer Service skills
Excellent time management and organization skills
Ability to build rapport with customers via phone, email and video conferencing
Strong collaborative and teamwork skills
Ability to work with minimal supervision

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

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