Customer Success Manager (MMENT) (Fluent in Arabic) (Position located in Dubai)

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4 our AI-driven Human Risk Management platform empowers over 70000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius were not just providing security awareness training - were redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

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.

Please submit your resume in English.

To learn more about our team and office culture in Dubai United Arab Emirates visit the following links.
Careers Page: Customer Success Manager (Mid Market & Enterprise) is responsible for building effective relationships with current 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. The CSM (Mid Market & Enterprise) is responsible for managing the onboarding of new customers the renewal process and customer growth by identifying add-ons and upsell opportunities.

Responsibilities:

• Forge relationships with new and existing customers including management and executive stakeholders and understand their objectives
• From a consultative approach develop a strategy and plan for achieving customer objectives
• Continually assess and identify customers SAT program maturity level and strategize with customer leadership to develop a sustainable security culture
• Help the administrator develop and manage a mature security awareness program based on alignment with executive goals and expectations
• Maintain a high level of professionalism in the handling and managing of Mid Market and Enterprise accounts
• Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
• 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 KnowBe4s 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
• Do discovery on opportunities for add-ons and upgrades and initiate interest in new KnowBe4 products
• 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 targets for performance metrics
• Maintain impeccable administration of your accounts in the Companys CRM

Minimum Qualifications:

• Associates Degree or equivalent work experience and education preferred
• Experience managing accounts with complex IT systems
• Experience managing accounts with 1000 employees
• Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
• 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
• Experience with web Browsers (Chrome Internet Explorer etc.)
• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager
• SACP Certification
• Excellent verbal and written communications
• Superior Customer Service skills
• Excellent time management and organization skills
• Ability to build a rapport through phone callsemail and video conferencing
• Strong collaborative and teamwork skills
• Strong negotiation skills
• Must be able to work with minimal supervision
• Fluent in Arabic

Our Fantastic Benefits