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Partner Success Team Manager
Posted on 1/11/2023
Experience Level
Desired Skills
Customer Service
  • Associate's Degree or equivalent work experience and education preferred
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Leadership experience, managing processes and leading a team driving for results
  • 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.)
  • 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
  • Build and lead a team of Partner Success Managers that drive for results through strong behaviors
  • Actively manage processes that support the desirable behaviors with the MSP Per Client team
  • Track team metrics and sub-stats to predict results and adjust targets
  • Communicate expectations and directives in a transparent and timely fashion, and discuss/remove pain points and obstacles to help the team reach their targets
  • Hold the team accountable to their results by recognizing strong results publicly, and address less positive results in relevant and constructive one-on-one meetings with each associate
  • Manage disciplinary processes when expectations are not met
  • Lead by example, by consistently posting strong metrics and sub-stats
  • Forge relationships with new partners by understanding their objectives and training them to achieve desired results for their client base
  • Manage the steps of the onboarding process with the partner to use for 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 to assist partner
  • Continually work with partners, 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 partners 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 partner 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
  • Hire, promote, discipline, and terminate subordinate employees, or suggest and recommend hiring, promoting, disciplining, and terminating subordinate employees to which the Company gives significant weight
Desired Qualifications
  • IT experience/exposure is a plus

501-1,000 employees

Security platform for security awareness
Company Overview
KnowBe4 enables your employees to make smarter security decisions, every day.
  • 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
Company Core Values
  • Radical Transparency
  • Extreme Ownership
  • Culture of Celebration
  • Diversity & Inclusion
  • Global Exposure