Customer Implementation Specialist (Position located in Utrecht, Netherlands)

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Please submit your resume in English.   To learn more about our team and office culture in the Netherlands, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/utrecht
Glassdoor: https://www.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/netherlands/

The KnowBe4 Implementation specialist uses their business & technical knowledge to integrate, configure, and customize child customers' KnowBe4 products after their initial purchase.The Customer Implementation Specialist is responsible for ensuring that child customers are effectively and efficiently onboarded. Customer Implementation Specialists are also responsible for building effective relationships with assigned customers and maximizing the customer lifetime value within their assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations.

Responsibilities:

• Manage the steps of the onboarding process with the customer including, but not limited to, platform integration, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Forge relationships with new child-customers and understand their product objectives
• Monitor customer usage, adoption, and customer health metrics
• Continue to work with customers per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption 
• Develop a strategy and plan for achieving customer objectives using a consultative approach 
• Leverage KnowBe4 assessment tools to enhance customer journey
• Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
• Coordinate and assist CSM’s/Pricing Specialists with customer renewals, add-ons and upgrades where language or time zone issues arise
• Maintain impeccable administration of their assigned  accounts in the Company’s CRM
• Coordinate with technical support for technically complex questions
• Review consoles for child accounts to manually onboard, and request execution from the CSM Director
• Assist with any/all Business Review where the customer requires Language or Time Zone assistance. This is done in coordination with the CSM/Vice President Customer Relations
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers 
• Work with your customer base to integrate all products/features to improve the overall customer experience and lead to greater satisfaction and loyalty among customers