Snr. Manager, Customer Onboarding (Position located in London, United Kingdom)
Please submit your resume in English.
To learn more about our team and office culture in England (UK), visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/york
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/
The Snr. Manager, Customer Onboarding will lead and oversee the Onboarding Consulting team within KnowBe4 located internationally in EMEA and APJ. This management role is responsible for managing a high performing Customer Onboarding team responsible for driving seamless customer onboarding, ensuring technical excellence, and enabling customers to achieve their desired outcomes with our KnowBe4 platform. The Senior Manager, Customer Onboarding will work closely with their manager, Global Customer Services leadership as well as key internal stakeholders including Sales, Customer Success Managers (CSMs), Customer Support, Product and Engineering to continuously optimize the customer onboarding process and experience accelerating time to first value and driving long-term success.
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