Customer Implementation Specialist

Summary

Join KnowBe4's Customer Success team as a Customer Implementation Specialist! You will be a key player in ensuring a smooth onboarding experience for our clients using our KSAT, PhishER, SecurityCoach, and Compliance Plus product lines. Collaborate with Customer Success Managers and Sales to tailor implementation plans, provide hands-on support, and act as the primary point of contact for clients during the process. You'll ensure a seamless transition from Sales to Customer Success and proactively identify opportunities to enhance the customer experience. This role requires strong communication, technical understanding, and customer service skills. We offer fantastic benefits including company-wide bonuses, referral bonuses, adoption assistance, and more!

Requirements

• Associate’s Degree or equivalent work experience and education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• Experience with web Browsers (Chrome, Internet Explorer, etc.)
• Strong verbal and written communications
• Excellent time management and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Basic technical understanding of the KnowBe4 platform
• Ability to work with minimal supervision
• Ability to build rapport with customers via phone, email and video conferencing

Responsibilities

• Lead the onboarding and implementation process for new customers, ensuring timely and successful deployment of the KnowBe4 platform
• Collaborate with CSMs and Sales to understand customer goals and design implementation plans tailored to their needs
• Provide hands-on support during platform setup, configuration, and initial training
• Act as the primary point of contact for customers during implementation, addressing inquiries and resolving issues promptly
• Ensure a smooth handoff from Sales to Customer Success post-sale
• Conduct regular check-ins with customers to monitor progress, identify potential roadblocks, and ensure alignment with success milestones
• Document implementation steps, create knowledge base articles, and contribute to improving internal processes
• Coordinate with technical support for technically complex questions that may arise as part of the onboarding process
• Proactively identify opportunities to improve the customer onboarding experience
• You will also work with KnowBe4’s existing customer base to integrate all products/features to improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Preferred Qualifications

• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code