Full-Time
VP Global MSP Success
Posted on 11/18/2024
KnowBe4
1,001-5,000 employees
Security awareness training and phishing simulations
Senior, Expert
Clearwater, FL, USA
Open to candidates in the greater Tampa Bay area.
- Bachelor’s Degree required, MBA preferred
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- Minimum 6 years cultivating and managing partner and customer relationships
- Minimum 3 years software sales experience preferred
- Minimum 3 years management experience leading high growth SaaS post sales Partner and/or Customer Success teams
- Minimum 3 years working with channel partners, including MSPs
- Experience managing a high volume of partners and 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
- Ability to travel (up to 20%)
- Take extreme ownership in developing high performing Partner 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 Partner Success teams are delivering value, results and outcomes that align to customer objectives
- Track, manage and ensure that the Partner Success teams are delivering exceptional partner experiences
- Track, manage and ensure that the prescribed partner journey and engagement model for MSP partners 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 by partners
- Track, manage and promote robust customer health and avoid customer churn
- Develop and execute playbooks for the Partner Success teams, including an MSP playbook to ensure that appropriate plays and strategies are leveraged by our MSP partners to assist them in growing their KnowBe4 business
- Deliver key Partner Success outcomes, including reducing time to value by onboarding new partners and 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 Partner and Customer Success outcomes and metrics to Deputy EVP Global Customer Success
- Serve as a trusted advisor to executive level partners and customers, forge relationships and provide insights and recommendations that support their objectives
- Serve as an executive level escalation point for MSP partner and customer issues and assist Partner Success Managers with tags
- Assist in negotiations with partners 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 Partner Success and meet regularly with the Deputy EVP Global Customer Success to review
- Develop and manage OKRs
- Meet and exceed Partner Success monthly onboarding targets and monthly, quarterly and annual upsell, cross-sell and renewal targets
- Enforce impeccable administration of opportunities in the Company’s CRM
- Plan, lead and manage the growth, expansion and organizational capacity of the Partner Success Department
- Work with the Deputy EVP Global Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
- Communicate effectively with Partner Success Managers to ensure that all policies and procedures are well understood
- Work closely with the Deputy EVP Global Customer Success to develop and manage personal success plans for Partner Success Managers that are underperforming and need improvement
- Develop and groom strong, high performing Partner Success Managers
- Promote a practice of continuous learning within your teams
- Forge relationships with other leaders across the Company and promote cross-functional collaboration
- Promote Partner and Customer Success within the Company, evangelize success stories and celebrate accomplishments
- Provide qualitative and quantitative partner feedback and input to the Product Sector and Courseware Development Sector
- Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
KnowBe4 provides security awareness training and simulated phishing exercises to help organizations combat social engineering threats. Their platform is designed to be easy to use and can be quickly implemented, allowing IT professionals to deploy training programs faster than many competitors. The training includes various modules that educate employees on recognizing and responding to phishing attempts. KnowBe4 differentiates itself by offering a seamless onboarding process through its Customer Success team, which minimizes the need for extra consulting. The company's goal is to enhance security awareness across businesses of all sizes, ultimately reducing the risk of cyber threats.
Company Stage
IPO
Total Funding
$390.1M
Headquarters
Clearwater, Florida
Founded
2010
6 month growth
↑ 3%1 year growth
↑ 3%2 year growth
↑ 8%
Simplify's Take
What believers are saying
- The acquisition of Egress positions KnowBe4 to offer a comprehensive, AI-enhanced security platform, potentially increasing market share and revenue.
- Consistent recognition as a leader in G2 Grid Reports boosts the company's reputation and attractiveness to potential employees and clients.
- The integration of AI technologies like AIDA can lead to more personalized and effective security training, enhancing user engagement and reducing human risk.
What critics are saying
- The integration of Egress's technology could face challenges, potentially delaying the rollout of new features and affecting customer satisfaction.
- Maintaining top rankings in a competitive market requires continuous innovation and investment, which could strain resources.
What makes KnowBe4 unique
- KnowBe4's acquisition of Egress enhances its platform with adaptive AI-driven email security, setting it apart from competitors focused solely on training.
- The company's consistent top rankings in G2 Grid Reports for both Security Orchestration and Security Awareness Training highlight its market leadership and customer satisfaction.
- KnowBe4's focus on 'security culture' and the integration of AI-driven defense agents (AIDA) demonstrates a holistic approach to cybersecurity that goes beyond traditional training methods.
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Benefits
Financial Security - 3.5% 401k Matching, Company-wide Monthly Bonuses Up To $2,000 A Month, Employee Referral Bonuses, Employee Stock Purchase Program
Health and Wellness - Fully Paid Medical Insurance, Vision and Dental Plans, FSA (Flexible Spending Account), Free Gym Benefits Through Classpass, Virtual Yoga Classes, Free Fresh Fruit Delivered Weekly
Vacation, Time Off and Leave - Open Paid Time Off, National Holidays, Fully Paid Military Leave
Continuing Education - Tuition Reimbursement Up To $5,250 A Year, Certification Completion Bonuses Up To $10,000 A Year
Remote Work Options
Supporting Families - 8-weeks Fully Paid Parental and Adoption Leave, Breast Milk Shipping for Traveling Parents, Adoption Assistance, Fertility Assistance, Knowster Parents Employee Resource Group
On-site Life Coach