2+ years managing customers within a SaaS subscription model
Previous management experience preferred
Familiarity with IT Security concepts and practices
Experience with Salesforce or other CRM preferred
Strong empathy for customers and passion for driving growth
Responsibilities
Manage opportunities within assigned customer portfolio and research customer health
Coordinate with SMB CSMs to strategize on renewals and upsells
Conduct proactive discovery with customers and handle objections
Negotiate with customers to prevent churn and secure optimal terms
Generate pricing quotes for renewals and employ pricing strategies
Manage opportunity pipeline and forecasts, meeting regularly with VP Customer Success
Develop and manage a high-performing CS SMB Renewal Specialist team
Benefits
Company-wide bonuses based on monthly sales targets
Employee referral bonuses
Adoption assistance
Tuition reimbursement
Certification reimbursement and completion bonuses
Modern, high-tech, and fun work environment
Full Job Description
The Renewal Specialist Director (SMB) is responsible for coordinating with SMB CSMs and customers to provide pricing quotes for renewals and then successfully and efficiently closing those opportunities. With a production demand mindset, the Renewal Specialist Director (SMB) will take extreme ownership for driving performance and managing production of the assigned CS SMB Renewal Specialist team.
Responsibilities:
Manage all opportunities within assigned customer portfolio and perform research to understand customer health and account status as it pertains to those opportunities
Coordinate with SMB CSMs to strategize on renewals, add-ons and upsells for their customers to maximize bookings
Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
Negotiate with customers on opportunities to prevent churn and secure optimal terms
Employ pricing strategies that meet the Company's standards, policies, and procedures
Generate pricing quotes for renewals
Manage assigned 30, 60, and 90 day opportunity pipeline, manage weekly and daily forecasts, and meet regularly with the VP Customer Success to review
Meet and exceed booking targets and quotas
Maintain and enforce impeccable administration of opportunities in the Company's CRM
Develop and groom a high performing CS SMB Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions
Serve as a management escalation point and assist CS SMB Renewal Specialists with tags
Develop and manage OKRs
Promote referrals for new business sales
Communicate effectively with your CS SMB Renewal Specialists to ensure that all policies and procedures are well understood
Work closely with the VP Customer Success To develop and manage coaching plans for CS SMB Renewal Specialists that are underperforming and need improvement
Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Minimum Qualifications:
Associate's Degree preferred
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
2+ years sales experience
2+ years managing customers within a SaaS subscription model
Previous management experience preferred
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM preferred
Strong empathy for customers and passion for driving growth
Basic understanding of financial and operational levers in a SaaS recurring revenue business model
Strong verbal and written communications
Excellent time management, prioritization and organization skills
Superior customer service skills
Strong collaborative and team work skills
Ability to build rapport with customers via phone, email and video conferencing
Our Fantastic Benefits
We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.
Note: An applicant assessment and background check may be part of your hiring procedure.
No recruitment agencies, please.
About KnowBe4, Inc.
KnowBe4 is a cybersecurity company that provides security awareness training and simulated phishing tests to organizations. The company was founded in 2010 by Stu Sjouwerman and is headquartered in Clearwater, Florida. KnowBe4 has over 30,000 customers in more than 170 countries. The company has been recognized by Gartner as a leader in the Magic Quadrant for Security Awareness Computer-Based Training for four consecutive years.
