VP Global MSP Success

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 local outings, there is always something exciting happening at KnowBe4.

Clearwater positions open to candidates located in greater Tampa Bay area.

The VP Global MSP Success is accountable for successfully leading and growing the MSP  Bulk and Per-Client MSP  Partner Success teams, which are responsible for managing the post-sale customer lifecycle for MSP Bulk and Per Client partners around the world.  With a Product Officer mindset, the VP Global MSP Success will take extreme ownership for driving performance and managing the production of the Partner Success teams to meet and exceed onboarding, upsell, cross-sell and renewal targets.

Responsibilities:

• 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 SuccessManagers 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 performin