At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most out of our products.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Enjoy bonuses, tuition reimbursement, and a fun, modern work environment.
- Other info: Great career growth opportunities in a supportive and collaborative team.
- Why this job: Make a real impact by helping customers succeed and grow with our solutions.
- Qualifications: Fluent in Italian, with customer service experience and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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.
Responsibilities include:
- Assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, promoting frequent use and additional features of products, and managing the renewal process.
- Forging relationships with new customers, including management and executive stakeholders, and understanding their objectives.
- Developing a strategy and plan for achieving customer objectives from a consultative approach.
- Managing the steps of the onboarding process with the customer, including account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities.
- Coordinating with technical support for technically complex questions.
- Monitoring customer usage, adoption, and customer health metrics.
- Conducting periodic business reviews with customers to confirm satisfaction, resolve technical issues, and drive successful product adoption.
- Driving cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
- Coordinating and assisting with customer renewals within your portfolio.
- Maintaining 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.
- Superior Customer Service skills.
- Excellent time management and organization skills.
- Ability to build rapport through phone calls, email and video conferencing.
- Strong collaborative and teamwork skills.
- Strong negotiation skills.
- Must be able to work with minimal supervision.
- Fluent in Italian.
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.
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.
Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England) employer: KnowBe4
At KnowBe4, we pride ourselves on fostering a vibrant and inclusive work culture in London, where employees are empowered to build meaningful relationships with customers and drive their success. Our commitment to employee growth is evident through our comprehensive benefits package, which includes bonuses, tuition reimbursement, and a modern work environment that encourages collaboration and innovation. Join us to be part of a team that values your contributions and supports your professional development while making a significant impact in the IT security field.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England)
✨Tip Number 1
Get to know the company inside out! Check out their careers page and social media to understand their culture and values. This will help you tailor your approach when you connect with them.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn, especially those in customer success roles. Ask them about their experiences and any tips they might have for landing the job.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success. Think about how you can demonstrate your skills in building relationships and driving customer satisfaction.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England)
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and don’t be afraid to share a bit about your passion for customer success.
Tailor Your Application:Make sure to customise your application for the Customer Success Manager role. Highlight your relevant experience and skills that align with our job description. This shows us you’ve done your homework and are genuinely interested in the position.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and how it relates to the role. Avoid fluff and focus on what matters!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you can check out more about our culture and values while you’re there!
How to prepare for a job interview at KnowBe4
✨Know Your Customer Success Basics
Make sure you brush up on the key concepts of customer success management, especially in the SMB sector. Understand how to build relationships and drive customer value, as this role is all about maximising customer lifetime value.
✨Show Off Your Italian Skills
Since fluency in Italian is a must, be prepared to demonstrate your language skills during the interview. You might be asked to conduct part of the conversation in Italian, so practice common customer success scenarios in the language.
✨Familiarise Yourself with KnowBe4
Do your homework on KnowBe4’s products and services. Be ready to discuss how you can help customers adopt these tools effectively and drive their success. Mention specific features or case studies that resonate with the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and relationship-building skills. Think of examples from your past experiences where you successfully onboarded a customer or resolved a complex issue, and be ready to share those stories.
