Customer Success Team Manager (Enterprise) (Position located in Utrecht, Netherlands)

<p><strong>About KnowBe4</strong></p> <p>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.</p> <p>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.</p> <p>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.</p><p></p> <strong><em>Please submit your resume in English.</em></strong>   <strong>To learn more about our team and office culture in the Netherlands, visit the following links.</strong> <br/><strong>Careers Page:</strong> <a href="https://www.knowbe4.com/careers/locations/utrecht" target="_blank">https://www.knowbe4.com/careers/locations/utrecht</a><br/><strong>Glassdoor:</strong> <a href="https://www.google.com/url?q=https://www.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm&amp;sa=D&amp;source=hangouts&amp;ust=1602772616062000&amp;usg=AFQjCNEZ-pzybShnnpQfYalFmYyaUdOGog" target="_blank">https://w</a><a href="https://www.google.com/url?q=https://www.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm&amp;sa=D&amp;source=hangouts&amp;ust=1602772616062000&amp;usg=AFQjCNEZ-pzybShnnpQfYalFmYyaUdOGog" target="_blank">ww.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm</a><br/><strong>LinkedIn</strong>: <a href="https://www.linkedin.com/company/knowbe4/life/netherlands/" target="_blank">https://www.linkedin.com/company/knowbe4/life/netherlands/</a> <p>The Customer Success Team Manager (Enterprise) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This is 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. Customer Success Team Manager (Enterprise) is responsible for managing the onboarding of new customers, the renewal process, and customer growth by identifying add-ons and upsell opportunities.  With a production demand mindset, the  Customer Success Team Manager (Enterprise) will take extreme ownership for driving performance and managing production of the assigned Enterprise Customer Success team.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Forge relationships with new customers and understand their objectives</li> <li>From a consultative approach, develop a strategy and plan for  achieving customer objectives</li> <li>Leverage KnowBe4 assessments</li> <li>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</li> <li>Coordinate with technical support for technically complex questions </li> <li>Monitor customer usage, adoption, and customer health metrics </li> <li>Continue working 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 towards an agreed Security Culture Maturity level</li> <li>Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption</li> <li>Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers</li> <li>Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4</li> <li>Coordinate and assist Pricing Specialists with customer renewals, add-ons and upgrades within your portfolio</li> <li>Maintain impeccable administration of your accounts in the Company’s CRM</li> <li>Take extreme ownership in developing a high performing Enterprise Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets</li> <li>Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions</li> <li>Track, manage, and ensure that your Enterprise Customer Success team is delivering value, results and outcomes that al