Renewal Specialist Director (SMB)

KnowBe4•Clearwater, FL

About The Position

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.

Requirements

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

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