KnowBe4

VP Customer Relations

3 weeks agoClearwater, FL
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 VP Customer Relations is responsible for building strategic, long lasting executive relationships within current enterprise customers and for maximizing the customer lifetime value within the assigned portfolio of our most strategic customers.  This will be accomplished by delivering a great customer experience to senior management of the customer and maximizing the value and use of our products, as well as delivering outcomes, results, and ensuring customer’s ROI from the executive viewpoint.

Responsibilities:

  • Forge and develop relationships with customer executive teams and understand their goals and objectives
  • From a consultative approach, develop a strategy and plan for  achieving executive customer goals and objectives
  • Leverage KnowBe4 assessments
  • Utilize KMSAT advanced reporting to provide insight for the executive team of the organization
  • Continually work with customers per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products at the executive level and to drive additional value throughout the lifetime of the subscription term
  • Perform periodic business reviews with customer executives to review product adoption, performance and results aligned to executive objectives, share opportunities and recommendations for additional value, provide industry perspectives and thought leadership, confirm customer satisfaction and ensure overall relationship alignment
  • Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
  • Cultivate strong executive level customer advocates
  • Maintain impeccable administration of your accounts in the Company’s CRM
  • Ensure timely and tight coordination with the customer’s CSM on all interactions and proper alignment on account strategy and approach
  • Ensure timely and tight coordination with the Pricing Specialist on quotes for renewals, add-ons and upgrades
  • Travel is required up to 40% 

 Qualifications:

  • Bachelor’s Degree or Equivalent work experience
  • 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
  • Proven track record with relationship management of C-level executives
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • 2+ years software sales experience
  • 2+ years working with channel partners 
  • 2+ years experience managing and growing enterprise customers across a variety of verticals within a SaaS subscription model
  • Experience delivering customer value at an executive level, outcomes and results that align with customer objectives
  • Experience delivering exceptional customer experiences at an executive level
  • Strong empathy for customers and passion for driving growth
  • Strong understanding of the economics of customer lifetime value
  • 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
  • Demonstrated ability to effectively manage, retain and grow enterprise customers
  • Excellent verbal and written communications
  • Excellent time management, prioritization and organization skills
  • Superior customer service skills
  • Strong collaborative and team work skills
  • Strong critical thinking and problem solving skills
  • Strong negotiation skills and ability to handle objections
  • Ability to build rapport with customers via phone, email and video conferencing
  • Self-motivated with ability to work with minimal supervision
  • Ability to travel up to 40%

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.