Global Head of Customer Onboarding - EMEA & APJ

KnowBe4; London (KY); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Bonuses

Referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification bonuses

Job summary

KnowBe4 is seeking a Senior Manager, Customer Onboarding to lead the Onboarding Consulting team across international locations in EMEA and APJ. You will drive seamless onboarding, ensure technical excellence, and enable customers to achieve desired outcomes with the KnowBe4 platform.

In this role you will mentor teams, shape scalable onboarding processes, collaborate with Sales, CSMs, Support, Product and Engineering, and own metrics like time-to-live, first value, and customer satisfaction to

Qualifications

• 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

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

Skills

Leadership

Team management

Customer onboarding

SaaS experience

Stakeholder management

Education

Bachelor’s degree or equivalent

Job description

KnowBe4 is seeking a Senior Manager, Customer Onboarding to lead the Onboarding Consulting team across international locations in EMEA and APJ. You will drive seamless onboarding, ensure technical excellence, and enable customers to achieve desired outcomes with the KnowBe4 platform.

In this role you will mentor teams, shape scalable onboarding processes, collaborate with Sales, CSMs, Support, Product and Engineering, and own metrics like time-to-live, first value, and customer satisfaction to