Partner Success Team Manager (Remote)

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Remote positions open to the US only.

The Partner Success Team Manager is responsible for leading a team that supports the partner relationships with KnowBe4’s MSPs that purchase per-client. The MSP Per-Client CSM team is responsible for building effective relationships with partners and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great partner experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The Partner Success Team Manager is responsible for leading the team to manage the partners through the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.

Responsibilities:

• 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

 Minimum Qualifications:

• Associate’s Degree or equivalent work experience and education preferred
• Familiarity with standard concepts, practices and pr