Senior Onboarding Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding and implementation process for new clients, ensuring the timely and successful deployment of the KnowBe4 platform.

• Work in collaboration with Customer Success Managers (CSMs) and Sales to identify customer objectives and develop customized onboarding strategies.

• Offer hands-on assistance during platform setup, configuration, and initial training sessions.

• Serve as the primary point of contact for customers during the onboarding phase, addressing questions and resolving issues swiftly.

• Advise on integrating products and the platform within customers’ technical environments according to their security protocols.

• Share best practices for managing and maintaining the platform as clients transition into the adoption phase.

• Ensure effective transition between Sales and Customer Success teams.

• Liaise with Product, Engineering, and Customer Support to address onboarding-related inquiries and feedback.

• Record onboarding procedures, milestones, system configuration updates, and the final production solution.

• Independently manage account workloads with minimal supervision.

• Handle larger, more technical account responsibilities.

• Specialize in multiple products and mentor junior team members in best practices.

• Guide customers through product setup, configuration, activation, capability and feature reviews, and the deployment of an initial high-value use case into production.

⛳️ Requirements

• Bachelor’s degree or equivalent educational experience preferred.

• Familiarity with standard concepts, practices, and procedures in the IT Security Field and AI/SaaS technology sectors.

• 3-5 years of experience in Customer Implementation, Customer Onboarding, Customer Support, Technical Consulting, Business Analysis, or related fields.

• Proficient in Salesforce or another CRM system.

• Experience with a Services PSA solution and/or time tracking tools.

• Proficient in Microsoft Excel and Word.

• Familiarity with Gmail and Google Docs.

• Experience using web browsers (Chrome, Internet Explorer, etc.).

• Background in AI/SaaS applications, Cybersecurity, and IT is a plus.

• Strong verbal and written communication skills.

• Excellent time management and organizational abilities.

• Exceptional customer service skills.

• Strong collaborative and teamwork capabilities.

• Ability to grasp new technical concepts and understand the KnowBe4 platform.

• Willingness to learn and cross-train as new product and platform innovations emerge.

• Ability to establish rapport with customers through phone, email, and video conferencing.

• Capacity to work with minimal supervision.

• An applicant assessment and background check may be included in the hiring process.

🏝️ Benefits

• Company-wide bonuses based on monthly sales performance.

• Employee referral bonuses.

• Adoption assistance.

• Tuition reimbursement.

• Certification reimbursement.

• Bonuses for certification completion.

• A modern, high-tech, and enjoyable work environment.