Customer Implementation Specialist

Important Information 

Location: Costa Rica

Work Mode: Hybrid - 4 days on-site

Job Summary 

The Customer Implementation Specialist (17999) is responsible for ensuring that child customers are effectively and efficiently onboarded. They are also responsible for building effective relationships with assigned customers and maximizing the customer lifetime value within the 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 and Duties 

• 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 your accounts in the Company’s CRM
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Leverage KnowBe4 assessment tools to enhance customer journey
• Forge relationships with new customers and understand their objectives
• Manage the steps of the onboarding process with the customer including, but not limited to, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Develop a strategy and plan for achieving customer objectives from a consultative approach
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics

Qualifications and Skills 

• Good english skills: C1 or B2. Fluent ideally.
• Associate’s Degree or equivalent work experience and education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• Experience with web Browsers (Chrome, Internet Explorer, etc.)
• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager

Additional Requirements

• Excellent verbal and written communications
• Superior Customer Service skills
• Excellent time management and organization skills
• Strong collaborative and teamwork skills
• Strong negotiation skills
• Must be able to work with minimal supervision

About Encora 
 
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.  

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.