The Customer Implementation Specialist is responsible for ensuring that child customers are effectively and efficiently onboarded. They are also responsible for building effective relationships with assigned customers and maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations.
Responsibilities:
- Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
- Coordinate and assist CSM’s/Pricing Specialists with customer renewals, add-ons and upgrades where language or time zone issues arise
- Maintain impeccable administration of your accounts in the Company’s CRM
- From a consultative approach, develop a strategy and plan for achieving customer objectives
- Leverage KnowBe4 assessment tools to enhance customer journey
- Forge relationships with new customers and understand their objectives
- Manage the steps of the onboarding process with the customer including, but not limited to, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
- Develop a strategy and plan for achieving customer objectives from a consultative approach
- Coordinate with technical support for technically complex questions
- Monitor customer usage, adoption, and customer health metrics
- Review consoles for child accounts to manually onboard, and request execution from the CSM Director
- Continue to work with customers per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
- Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
- Assist with any/all Business Review where the customer requires Language or Time Zone assistance. This is done in coordination with the CSM/Vice President Customer Relations
- Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
- Work with your 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 KMSAT and PhishER platforms
- Ability to work with minimal supervisionAbility to build rapport with customers via phone, email and video conferencing
