Responsibilities
- Lead onboarding for new clients, ensuring prompt and effective rollout of the security awareness platform.
- Partner with customer success and sales teams to define client objectives and build customized implementation strategies.
- Offer direct assistance during system configuration, setup, and introductory training sessions.
- Serve as the main contact for clients during onboarding, responding to questions and resolving concerns quickly.
- Facilitate a smooth transition from sales to post-sale customer success teams.
- Schedule routine progress reviews to track implementation, spot challenges, and maintain alignment with key milestones.
- Record implementation procedures, develop knowledge resources, and help refine internal workflows.
- Liaise with technical support to resolve advanced technical issues during onboarding.
- Identify and suggest enhancements to improve the overall customer onboarding journey.
- Engage with existing clients to enable full product integration, increasing platform adoption and satisfaction.
Work Arrangement
Remote (São Paulo, Brazil)
Responsibilities (10)
- 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.
- 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.
