"My name is Jeremy and I manage the Security Awareness program in my company. I'm writing to you because two of your employees deserve considerable recognition and praise for going above and beyond to meet my needs as a customer.
These employees are: TimC, a superstar CSM, and JeffG, an absolute rockstar of a support engineer.
First off, for some background: Tim has put up with me working to improve/configure our security awareness program for a while now. I'm talking about multiple calls and lots of tickets. He has been responsive every single time and done his best to make sure my issues get triaged/escalated as needed. This alone has been valuable.
More recently, I needed a considerable amount of Tim's assistance as we had a big issue regarding our user provisioning that caused a bunch of support tickets to be opened up internally at DataRobot. This is what I would consider a "high impact" issue, as it affected all 1700+ end users, and caused me a great deal of stress/concern, since to solve the issue we had to migrate our existing user base.
There were many areas of concern about the migration, that I couldn't find answers to in the documentation alone. I let Tim know this. He diligently took notes about my concerns, reassured me that we'd get this figured out, and after a few emails back and forth, from stage left, entered Jeff Gelinas.
Jeff hopped on multiple calls with both my IAM Administrator and myself, to allay my concerns, respond to my questions, and to ultimately solve the problem thus completing a very successful migration! He went above and beyond, staying outside of business hours to complete the test migration, AND he kept TimC aware of the migration status along the way.
Bottom line: he went above and beyond to make sure the migration was completed and that it resolved our existing user issues….and he did all of this with a bright smile and energy that made “work” feel like I was chatting with a friend.
Example - we were waiting while the user provisioning changes propagated into my KMSAT console, and I saw he had his CISSP certification, which is a certification I am studying for, myself. Without hesitation, he shared with me a particular resource for training that he used! That meant a lot and is something I have not experienced with ANY other SaaS vendor!
All-in-all: With Tim helping me get the right resources to solve our issues and with Jeff's expertise and demeanor, we not only solved the user provisioning issue, but did so with great ease. As Tim and Jeff can tell you, I left this interaction with a bright beaming smile on my face, and an extremely positive impression of KnowBe4!
Takeaway for Leadership at KnowBe4: In an era of many companies attempting to emulate Zappos level of customer service, I was fortunate enough to experience the same level of customer service and care, at a SaaS vendor... which in my years of experience with SaaS vendors, is absolutely unheard of.
As leaders you should be proud for encouraging these types of interactions, and if you're wondering whether or not you should keep Tim & Jeff - the answer is wholeheartedly, YES! They deserve some recognition and promotion! Please reach out if you would like to know more."
- R.J. Information Security Coordinatory
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