Snr. Onboarding Consultant (Remote)

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 onboarding 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 onboarding, addressing inquiries and resolving issues promptly.
• Provide recommendations on how best to integrate our products and platform into a customer’s technical environment based on their security protocols
• Provide best practices on how to manage and maintain the platform so customers can move quickly and efficiently into the adoption phase
• Ensure proper handoff between Sales and Customer Success teams providing a seamless onboarding experience for customers
• Coordinate with Product, Engineering and Customer Support on product questions and feedback that arise as part of the onboarding process
• Document all onboarding steps and milestones, all system configuration updates and the final customer solution deployed into production
• Independently driven to handle account load with little oversight
• Ability to handle larger & more technical account workload based on deeper product knowledge and experience
• Specialization with several of our products and act as a lead in helping Jr. team members adopt best practices

Minimum Qualifications:

• Bachelor’s degree or equivalent education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field and AI/SaaS technology space
• 3-5 years experience in Customer Implementation, Customer Onboarding, Customer Support, Technical Consulting, Business Analyst or related roles and experience
• Experience with Salesforce or other CRM
• Experience with a Services PSA solution and/or time tracking
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• AI/Saas application, Cybersecurity and IT experience is plus
• Strong verbal and written communications
• Excellent time management and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to learn new technical concepts and understanding of the KnowBe4 platform
• Ability to learn and cross train as new product and platform innovation occurs
• Ability to build rapport with customers via phone, email and video conferencing
• Ability to work with minimal supervision