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CSM Operations Analyst (Position located in Bengaluru, India)

Bangalore, Karnataka, India

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.

Please submit your resume in English.

The Customer Success Operations Analyst will work with the CSM Operations Manager to create scalable processes that ensure best practices and efficiencies in the Customer Success arena. This position will conduct complex data analyses that will be used to help key stakeholders make  strategic decisions regarding the organization.

Requirements:

  • Establish and maintain scalable processes that ensure best practices in understanding and reporting on customer health
  • Create and maintain metrics reports/dashboards on determined KPIs for the Customer Success area
  • Analyze Salesforce data to develop insights and make recommendations on areas for optimization
  • Monitor and maintain data quality within the systems and reporting used by Customer Success
  • Evaluate and implement new technologies and add-on applications to improve and optimize performance
  • Facilitate the growth of the Customer Success team via splits of Salesforce accounts and opportunities
  • Assist the CSM Operations Manager with requirements gathering from stakeholders to identify full requests/needs for projects

Minimum Qualifications:

  • Bachelor’s Degree in a relevant IT field or equivalent work experience
  • Minimum 1 year of experience with Salesforce or equivalent CRM
  • Experience with Gmail and Google Docs
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • Strong verbal and written communications
  • Excellent time management and organization skills
  • Proficiency Salesforce or equivalent CRM, 
  • Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data analysis.
  • Proficiency in system/workflow analysis
  • Ability to manage multiple projects at the same time in a fast-paced environment.
  • Technically capable, excellent communicator, and a desire to improve processes.
  • Team Player
  • Ability to work autonomously

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. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

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.

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