Partner Success Manager

Summary

Join KnowBe4 as an MSP Bulk Partner Success Manager and build strong relationships with Managed Service Providers (MSPs). You will maximize partner lifetime value by delivering exceptional experiences and enabling MSPs to leverage KnowBe4 products effectively. Responsibilities include onboarding new MSPs, managing renewals, providing pricing quotes, and closing sales opportunities. You will train MSP sales teams, monitor partner usage, and conduct quarterly business reviews. Success in this role requires driving cross-functional initiatives to improve partner satisfaction and ensuring MSPs realize maximum value from KnowBe4. You will also proactively identify opportunities, negotiate terms, and meet sales targets.

Requirements

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 2+ years managing partners within a SaaS subscription model
• Previous sales or negotiation experience
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to work with minimal supervision
• Ability to build rapport with partners via phone, email and video conferencing

Responsibilities

• Forge relationships with new MSP partners and understand their objectives, sales targets and metrics
• Work closely with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics
• Manage the prescribed MSP onboarding process with the partner including but not limited to use of KnowBe4 assessments, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Train the MSP partner sales team on how to conduct an effective KnowBe4 demo for their prospective customers
• Leverage and promote the use of partner accessible KnowBe4 assets, including the partner portal
• Coordinate with technical support for technically complex questions
• Monitor MSP partner usage, adoption, and partner health metrics
• Analyze MSP partner consoles and advise them on which training and phishing campaigns would be most beneficial to their customers
• Continue to work with MSP partners 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 quarterly business reviews with key MSP partners to evaluate and monitor the relationship and performance, including but not limited to a thorough review of prior quarter and YTD sales, opportunity pipeline, customer retention rates and new customer acquisitions, KnowBe4 marketing collateral, product feature updates and how they should be positioned when selling to customers and new partner initiatives such as updates to partner programs
• Drive cross-functional initiatives that will improve the overall MSP partner experience and lead to greater satisfaction and loyalty among MSP partners
• Leverage new and existing tools, processes and best practices to ensure MSP partners are realizing the greatest possible value from KnowBe4
• Be proactive when conducting discovery with MSP partners on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
• Negotiate with MSP partners on opportunities to prevent account churn and to secure optimal terms
• Employ pricing strategies that meet the Company’s standards, policies, and procedures
• Generate pricing quotes for renewals, add-ons, and upsells
• Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts, and meet regularly with your manager to review
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your MSP partner accounts in the Company’s CRM
• Provide input and make recommendations on whether an existing MSP partner relationship should be terminated

Preferred Qualifications

• 1+ years software sales experience preferred
• 1+ years working with channel partners, including MSPs

Benefits

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