Customer Implementation Specialist

Brazil·São Paulomid

Implementation SpecialistCustomer Success

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Quick Summary

Key Responsibilities

Lead the onboarding and implementation process for new customers, ensuring timely and successful deployment of the KnowBe4 platform.

Requirements Summary

Associate’s Degree or equivalent work experience and education preferred Familiarity with standard concepts,

Technical Tools

Implementation SpecialistCustomer Success

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

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

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→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.

Requirements

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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

What We Offer

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We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

No recruitment agencies, please.