Snr. Manager, Customer Onboarding (Position located in London, United Kingdom)
Full Job Posting
Responsibilities:
- 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
- Ability to effectively manage and mentor across multiple different international locations, including Success Hub(s), with consideration toward different local languages, customs and cultures
- 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
- Authority to make or influence overall people decisions for the team, including hiring, termination, advancement, promotion, and other status changes
Requirements:
- 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
- 5+ years experience building, scaling and managing high-performing teams
- Proven experience leading managing international teams across multiple locations involving different local languages, cultures and customs
- 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
- Our Fantastic Benefits
- 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.
- Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
- No recruitment agencies, please.
Preferred Qualifications
- Cybersecurity experience and expertise is preferred
About KnowBe4
Cybersecurity software company providing security-awareness training, simulated phishing, email security, and AI-agent protection to organizations.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at KnowBe4
Professional Services Consultant (Fluent in Spanish) (Hybrid)
Clearwater, USA
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Director of Professional Services (Located in the United Kingdom)
London, GBR
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Analyst, Deal Optimization Team (Position located in Bengaluru, India)
Bengaluru, IND
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Digital Customer Success Intern
Clearwater, USA
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
CSM Project Manager Intern
Clearwater, USA
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Information Security Analyst (Remote in the UK)
, GBR
KnowBe4 is seeking an Information Security Analyst to monitor threats, investigate incidents, and protect company and customer systems and data. Candidates should understand information security concepts and have experie
Sales Development Team Manager (International) (Position located in London, United Kingdom)
London, GBR
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Information Security Analyst (Remote in the UK)
Cheltenham, GBR
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and h
Professional Services Consultant (Fluent in Spanish) (Hybrid)
Clearwater, USA
Director of Professional Services (Located in the United Kingdom)
London, GBR
Analyst, Deal Optimization Team (Position located in Bengaluru, India)
Bengaluru, IND
Digital Customer Success Intern
Clearwater, USA
CSM Project Manager Intern
Clearwater, USA
Information Security Analyst (Remote in the UK)
, GBR
Sales Development Team Manager (International) (Position located in London, United Kingdom)
London, GBR
Information Security Analyst (Remote in the UK)
Cheltenham, GBR