Renewal Specialist Director (SMB)

About the role

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score.

The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

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.

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

Minimum Qualifications

• 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

Our Fantastic Benefits

• 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.
• No recruitment agencies, please.