Customer Success Architect (Position located in Melbourne, Australia)

Melbourne, Australia

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

To learn more about our team and office culture in Melbourne, Australia, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/melbourne
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm

The Customer Success Architect is a key member of the Customer Success team, responsible for providing strategic technical guidance and expertise to ensure customers achieve maximum value from our KnowBe4 platform. You will work closely with enterprise and strategic  customers, Customer Success Managers (CSMs), and internal teams to design and optimize customer solutions, aligning our platform capabilities with their business objectives.

Responsibilities:

  • Serve as the technical expert and trusted advisor to customers throughout their lifecycle.
  • Collaborate with CSMs to understand customer goals and develop tailored solution architectures.
  • Lead technical discovery sessions to identify customer requirements and map them to platform capabilities.
  • Assist with onboarding, implementation, and optimization of the platform, ensuring successful adoption.
  • Provide hands-on technical support, troubleshooting, and guidance on best practices.
  • Conduct regular technical reviews and health checks to ensure customers are maximizing the platform's potential.
  • Advocate for customer needs by collaborating with Product, Engineering, and Support teams.
  • Develop and deliver training materials, documentation, and knowledge base articles to support customer enablement.
  • Stay updated on product enhancements and industry trends to provide customers with cutting-edge solutions.

Minimum Qualifications:

  • 2+ years of experience in Customer Success, Solutions Architecture, or Professional Services roles, preferably within a SaaS environment. 
  • Strong technical background with expertise in [relevant technologies, e.g., APIs, cloud platforms, security solutions, etc.]. 
  • Experience in leading workshops, facilitating meetings, and driving executive alignment. 
  • Proven ability to architect and deploy enterprise-level solutions
  • Excellent communication and presentation skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders. 
  • Ability to work independently and as part of a team
  • Willingness to learn and adapt to new technologies and sales methodologies
  • Experience with Gmail and Google Docs
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • Experience with customer success platforms (e.g., Gainsight, ChurnZero) is a plus.
  • Customer-focused mindset with a passion for enabling customer success.
  • Strong problem-solving skills
  • Excellent verbal and written communications
  • Highly organized and result-oriented
  • Excellent time management and organization skills
  • Can demonstrate technical troubleshooting and analysis ability
  • Can demonstrate integrity, accountability, respect and commitment
  • Self-starter with the ability to manage multiple priorities and projects simultaneously
  • Strong collaborative and team work skills
  • Ability to work with minimal supervision
  • Ability to build rapport with customers via phone, email and video conferencing

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

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