Professional Services Consultant (Hybrid)

The Professional Services Consultant is a customer-facing consultant responsible for gathering requirements, designing, building, and implementing solutions that enable customers to successfully adopt and operationalize KnowBe4 products.

This role owns the technical journey from discovery through production deployment. Consultants partner directly with customers to understand their business objectives, technical environment, architecture, and requirements. The Professional Services Consultant translates these requirements into a solution design, builds and configures the solution, validates with testing, enables admins with platform knowledge and functionality, and leads the customer through production deployment to successfully hand off to the Customer Success team for continued adoption of the platform.

Responsibilities:

General:

• Lead discovery sessions with customers to understand business objectives, technical requirements, existing architecture, workflows, integrations, and constraints.
• Own stakeholder communications throughout the engagement, providing regular status updates and proactively flagging risks or timeline impacts.
• Identify dependencies, integration requirements, and architectural considerations early in the engagement.
• Translate business requirements into clear technical requirements and implementation plans.

Implement:

• Own the solution design for customer implementations and loop in senior members of the Professional Services team as required.
• Document solution designs, architecture decisions, technical requirements, and implementation specifications.
• Lead customers through configuration, integration, testing, validation, migration, and go-live activities.
• Troubleshoot and resolve complex technical blockers that could impact deployment timelines or solution quality, managing escalation to Product and/or Engineering as required.
• Validate that the implemented solution meets agreed technical and business requirements, and ensure customers are technically prepared to operate and maintain it post-implementation.

Advise and Enable:

• Serve as a trusted advisor throughout the engagement, helping customers determine how the Knowbe4 platform should be implemented within their environment.
• Provide necessary API documentation and overview
• Educate customer administrators and technical teams on solution architecture, configuration, operational best practices, and ongoing management.
• Conduct technical workshops, solution walkthroughs, and knowledge-transfer sessions.
• Provide customers with clear documentation and guidance to support long-term ownership of the deployed solution.
• Recommend improvements or additional capabilities based on customer objectives and observed technical needs.

Minimum Qualifications:

• 1+ years of industry experience in Professional Services, Technical Consulting, Solutions Engineering, or a similar customer-facing technical role, gained at a SaaS/AI technology company or a consulting firm.
• Bachelor’s degree or equivalent education preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field and AI/SaaS technology space
• Experience working with M365 and/or Google Workspace
• AI/Saas application, Cybersecurity and IT experience is plus
• Strong technical discovery and requirements-gathering skills.
• Strong troubleshooting and problem-solving skills.
• Ability to independently manage the technical components of multiple customer engagements.
• Excellent customer-facing communication and presentation skills.
• Highly organized and result-oriented
• Excellent time management and organization skills
• Demonstrates integrity, accountability, respect, and commitment
• Strong collaborative and teamwork skills
• Must be able to work with minimal supervision