Onboarding Consultant (Fluent in English)
The Onboarding Consultant at KnowBe4 is a pivotal member of the Global Customer Services team, dedicated to ensuring a seamless and successful onboarding experience for clients utilizing KnowBe4's suite of products, including Security Awareness, Cloud Email Security, and Risk Management. This role involves close collaboration with customers and internal teams such as Sales, Customer Success Managers (CSMs), Customer Support, Product, and Engineering to guide clients through the onboarding process. The consultant provides best practices on product setup, configuration, activation, and assists in deploying initial high-value use cases into production.
Key responsibilities include leading the onboarding and implementation process for new customers, ensuring timely and successful deployment of the KnowBe4 platform. The consultant collaborates with CSMs and Sales to understand customer goals and designs tailored onboarding plans. They provide hands-on support during platform setup, configuration, and initial training, acting as the primary point of contact for customers during onboarding, addressing inquiries, and resolving issues promptly. Additionally, the consultant offers recommendations on integrating KnowBe4's products into a customer's technical environment based on their security protocols and provides best practices for managing and maintaining the platform to facilitate efficient adoption. They ensure a smooth handoff between Sales and Customer Success teams, coordinate with Product, Engineering, and Customer Support on product questions and feedback, and document all onboarding steps, system configuration updates, and the final customer solution deployed into production.
The ideal candidate should possess a Bachelor's degree or equivalent education and have familiarity with standard concepts, practices, and procedures within the IT Security field and AI/SaaS technology space. A minimum of two years of experience in Customer Implementation, Customer Onboarding, Customer Support, Technical Consulting, Business Analysis, or related roles is required. Experience with Salesforce or other CRM systems, Services PSA solutions, and/or time tracking is essential. Proficiency in Microsoft Excel and Word, Gmail and Google Docs, and web browsers (Chrome, Internet Explorer, etc.) is necessary. Experience with AI/SaaS applications, Cybersecurity, and IT is a plus. Strong verbal and written communication skills, excellent time management and organizational abilities, superior customer service skills, and strong collaborative and teamwork skills are essential. The candidate should have the ability to learn new technical concepts and understand the KnowBe4 platform, build rapport with customers via phone, email, and video conferencing, and work with minimal supervision.
Compensation includes company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. These benefits are offered in a modern, high-tech, and fun work environment. For more details about the benefits in each office location, please visit KnowBe4's careers page.
KnowBe4 is a pioneer in digital workforce security, trusted by more than 70,000 organizations worldwide. The company provides a platform for security awareness training, enterprise customer awareness programs, and other related modules. KnowBe4's platform leverages 15 years of behavioral data to combat advanced threats, including social engineering, prompt injection, and shadow AI. By securing both humans and AI agents, KnowBe4 leads the industry in workforce trust and defense. The São Paulo office offers a dynamic and collaborative environment, with opportunities for professional growth and development.