Manager, Customer Onboarding (Fluent in English)

• →Lead, mentor, and develop the Onboarding Consultant team building a culture of continuous learning, building deep product and platform expertise and focus on delivering customer outcomes through collaboration
• →Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives
• →Oversee the delivery of technical solutions and strategic guidance to customers throughout their onboarding lifecycle
• →Collaborate with the Onboarding and Customer Services leadership and cross-functional teams to define and execute highly scalable customer success strategies.
• →Monitor key performance metrics related to time to live and first value, resource capacity, skills and throughput and customer satisfaction ensuring continuous improvement
• →Establish best practices and frameworks for technical solution delivery and implementation excellence that drive repeatability, scalability and global consistency
• →Serve as an escalation point for complex customer implementation and technical challenges as needed
• →Advocate for customer needs and provide feedback to Product and Engineering teams to enhance platform capabilities
• →Foster a culture of innovation, collaboration, and customer-centricity within the teams
• →Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

• Bachelor’s degree or equivalent work experience and education required 
• Proven leadership experience in customer onboarding, customer implementation and/or customer success within a B2B SaaS environment.
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
• 8+ years experience in Customer Implementation, Onboarding, Technical Consulting, or Solution Delivery in a high velocity motion serving Commercial customers
• 3+ years experience building, scaling and managing high-performing teams
• Technical proficiency with AI/SaaS platforms, system architecture and solution delivery
• Results-driven with a focus on delivering exceptional customer experiences.
• Cybersecurity experience and expertise is preferred
• Excellent communication, stakeholder management, and problem-solving skills
• Excellent time management and organization skills
• Superior customer service skills and strong collaborative and team work skills
• Ability to build solid technical understanding of the KnowBe4 platform
• Ability to learn and cross train as product and platform innovation occurs
• Ability to build rapport with customers via phone, email and video conferencing
• Ability to work with minimal supervision

No recruitment agencies, please.