Customer Implementation Specialist (Remote)

2 weeks, 2 days ago
Full-time
Junior
Project and Program Management
KnowBe4

KnowBe4

KnowBe4 provides security awareness training and simulated phishing solutions to combat social engineering, spear phishing, and ransomware attacks, with user-friendly programs and real-time coaching to enhance security culture.

IT Services
1K-5K
Founded 2010

Description

  • Lead the onboarding and implementation process for new customers through timely deployment of the KnowBe4 platform.
  • Collaborate with Customer Success Managers and Sales to understand customer goals and design tailored implementation plans.
  • Provide hands-on support during platform setup, configuration, and initial training.
  • Serve as the primary point of contact for customers during implementation and resolve questions or issues promptly.
  • Ensure a smooth handoff from Sales to Customer Success after the sale.
  • Conduct regular customer check-ins to track progress, identify roadblocks, and confirm alignment with success milestones.
  • Document implementation steps, create knowledge base articles, and help improve internal processes.
  • Coordinate with technical support on technically complex onboarding questions.
  • Proactively identify opportunities to improve the customer onboarding experience.
  • Work with existing customers to integrate products and features to improve overall satisfaction and loyalty.

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 another CRM.
  • Experience with Microsoft Excel and Word.
  • Experience with Gmail and Google Docs.
  • Experience with web browsers such as Chrome or Internet Explorer.
  • IT experience or exposure is a plus.
  • Prior experience as a Customer Success Manager.
  • Strong verbal and written communication skills.
  • Excellent time management and organization skills.
  • Superior customer service skills.
  • Strong collaboration and teamwork 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.

Benefits

  • Base pay of $60,000 to $65,000 per year.
  • Company-wide bonuses based on monthly sales targets.
  • Employee referral bonuses.
  • Adoption assistance.
  • Tuition reimbursement.
  • Certification reimbursement.
  • Certification completion bonuses.

Interested in this position?

Apply directly on the company website

Apply Now

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