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 BenefitsWe 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.
