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Lead Routing Specialist (Hybrid)

knowbe4 · 30+ days ago

Clearwater, Florida

Negotiable

Full-time

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About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

The Lead Routing Specialist will oversee the lead distribution system and maintain the lead routing rules. This position will work to resolve complex lead routing cases that are reported and will assist with updates or modifications to our lead routing system as well as the creation of reports detailing metrics on lead distribution and statistics.

Responsibilities:

Identify and manage reported lead routing issues
Monitor and complete daily recurring cleanup tasks to resolve duplicate records
Use independent discretion to identify proper resolution for complex issues, including escalating such issues to the appropriate personnel
Coordinate with the Sales Admin team on the creation and maintenance of case escalation processes and procedures
Gather feedback from Sales Admin regarding escalated cases to determine the best approach for resolution
Establish and maintain reports detailing metrics for both lead distribution and marketing statistics.
Assist with and execute updates or modifications to the lead routing system
Analyze reported lead routing issues to recommend changes to improve efficiency and accuracy
Manage development of test scripts and complete testing for changes made to lead routing system
Administer HubSpot user access permissions and database management
Maintain and develop Salesforce reports
Perform Salesforce record quality control to ensure accurate and efficient lead assignment
Manage internal user records in Salesforce to ensure accurate lead routing
Coordinate with the Business Process Management team to develop training for any needed changes to case escalation procedures or other leading routing processes

Requirements:

BA/BS in information technology or equivalent working experience
Minimum 3 years of experience analyzing lead routing and workflows
Minimum 1 years experience with development lead routing processes
Minimum 1 years experience with marketing automation systems
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Problem solving
Strong verbal and written communications
Excellent time management and organization skills
Proficiency with a CRM, such as Salesforce
Experience with Hubspot or equivalent marketing automation system, a plus
Experience with Excel or Google Sheets performing Basic and Advanced skills
Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data 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

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, 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.

•

Last updated on Jul 31, 2024

About the company

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knowbe4

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