The Customer Implementation Specialist (CIS) is a key member of the KnowBe4 Customer Success team, responsible for ensuring a seamless and successful onboarding experience for KnowBe4 customers across its KSAT, PhishER, SecurityCoach and Compliance Plus product lines. The CIS will work closely with customers, Customer Success Managers (CSMs), and internal stakeholders to guide clients through the implementation process, ensuring they realize value quickly and effectively from our platform.
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.
Minimum Qualifications:
- 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.)
- IT experience/exposure is a plus
- Prior experience as a Customer Success Manager
- 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
