Customer Success Manager (SMB) (Fluent in German) (Position located in Berlin, Germany)

KnowBe4; Berlin; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading security training provider in Berlin seeks a Customer Success Manager fluent in German. You will build strong relationships with customers, ensuring they receive exceptional service and achieve their objectives. The ideal candidate will have experience in customer success, excellent communication skills, and familiarity with CRM tools. Join a dynamic team that values transparency and continuous professional development.

Leistungen

Company-wide bonuses based on monthly sales targets

Tuition reimbursement

Certification reimbursement

Qualifikationen

• Familiarity with standard concepts, practices, and procedures within the IT Security Field.
• Prior experience as a Customer Success Manager preferred.
• Must be able to work with minimal supervision.

Aufgaben

• Build effective relationships with customers and maximize customer lifetime value.
• Deliver great customer experience and maximize use of products.
• Assist new customers in onboarding and identify upsell opportunities.

Kenntnisse

Fluent in German

Excellent verbal and written communications

Excellent time management and organization skills

Strong collaborative and teamwork skills

Ausbildung

Associate’s degree or equivalent work experience

Tools

Salesforce or other CRM

Microsoft Excel

Google Docs

Jobbeschreibung

Customer Success Manager (SMB) (Fluent in German) (Position located in Berlin, Germany)

Berlin, Germany

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.

The Customer Success Manager (SMB) is responsible for building effective relationships with customers and for maximizing the customer lifetime value within the assigned portfolio. This will be 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 Manager is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities:

• Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Leverage KnowBe4 assessments
• 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
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics
• Continually work with customers, 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 customers 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 customer 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 Renewal Specialist with customer renewals within your portfolio.
• Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products.
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your accounts in the Company’s CRM

Minimum Qualifications:

• Associate’s degree or equivalent work experience and education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager preferred
• Excellent verbal and written communications
• Fluent in German
• Excellent time management and organization skills
• Ability to build a rapport through phone calls, email and video conferencing
• Strong collaborative and teamwork skills
• Must be able to work with minimal supervision

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visitwww.knowbe4.com/careers/benefits .

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.

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