What are the responsibilities and job description for the Director of Customer Implementation & Success position at KnowBe4?
The Director of Customer Implementation & Success will lead and oversee the Customer Implementation Specialist team within KnowBe4. This leadership role is responsible for driving seamless customer onboarding, ensuring technical excellence, and enabling customers to achieve their desired outcomes with our KnowBe4 platform. The Director will work closely with internal stakeholders across Sales, Product, and Engineering to continuously optimize the customer experience and drive long-term success.
Responsibilities:
- Lead, mentor, and develop the Customer Implementation Specialist team.
- 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 lifecycle.
- Collaborate with the VP of Customer Success and cross-functional teams to define and execute customer success strategies.
- Monitor key performance metrics related to implementation timelines, customer adoption, and satisfaction, ensuring continuous improvement.
- Establish best practices and frameworks for technical solution delivery and implementation excellence.
- Serve as an escalation point for complex customer implementation and technical challenges.
- Drive alignment between the Implementation and Success Architecture teams to deliver a seamless and unified customer experience.
- 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.
Minimum Qualifications:
- Proven leadership experience in customer implementation, solution architecture, or customer success within a B2B SaaS environment.
- Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
- Demonstrated ability to build and scale high-performing teams.
- Excellent communication, stakeholder management, and problem-solving skills.
- Technical proficiency with SaaS platforms, APIs, and system integrations.
- Results-driven with a focus on delivering exceptional customer experiences.
- Strong empathy for customers and passion for driving growth
- Consultative approach with a proven ability to drive value,
- results and outcomes that align with customer objectives
- Strong verbal and written communications
- Strong critical thinking skills
- High energy with ability to build, inspire and motivate teams to exceed targets
- Excellent time management, prioritization and organization skills
