Customer Success Performance Coach

The Customer Success Performance Coach (CSPC)  is responsible for assessing, measuring and enhancing the performance of the Customer Success team. This position is charged with  listening in on customer calls, performing customer account analysis, and using  the statistical data to assess  the performance of the CSMs. In addition, this position will  train, mentor and coach the CSMs on key points that will improve their overall production and result in higher onboards and higher renewals.

Responsibilities:

• Partner with the sales leadership team to identify and analyze opportunities of revenue generation  for KnowBe4’s products and/or services in support of CSM’s revenue goals and monitor the CSMs’ overall effectiveness throughout the sales process
• Perform on the job training for CSMs in his or her assigned territory by drilling the sales process and providing additional training resources and assistance as needed
• Consult, train, mentor and coach CSMs in the assigned territory in areas that include revenue generation performance issues and overall sales effectiveness. 
• Monitor the statistics for CSMs in his or her assigned territory to identify any red flags affecting their performance, and recommend techniques that could help improve such performance. 
• Evaluate sales team performance to ensure CSMs adhere to KnowBe4’s established  policies and procedures
• Inspect pipelines and accounts for any administrative errors, or mishandling of customer accounts, and recommend techniques that could help improve such performance. 
• Monitor and analyze customer accounts that have not been onboarded in the past 90 days or renewals that have gone dark
• Listen in on phone calls and identify areas of improvement for each individual CSM, create coaching plans as needed. 
• Work in coordination with the sales leadership team and Growth to implement and successfully execute training programs developed by the CGO
• Identify lost sales opportunities and work in coordination with the CSM to employ best practice sales techniques that can recover the opportunity.

Qualifications:

• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 1 year experience with coaching or development or 1 year of management experience
• Strong verbal and written communications
• Excellent time management and organization skills
• Excellent ability to work with various personalities and accomplish the same result
• Excellent skills in managing teams to get a desired result
• Strong attention to detail
• Excellent stat and data analysis skills