Customer Implementation Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, this organization is a pioneer in digital workforce security, securing both AI agents and humans. The platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages extensive behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, the company leads the industry in workforce trust and defense.

Remote positions are open to the US only.

The Customer Implementation Specialist (CIS) is a key member of the Customer Success team, responsible for ensuring a seamless and successful onboarding experience for customers across its KSAT, PhishER, SecurityCoach and Compliance Plus product lines. The CIS will work closely with customers, Customer Success Managers (CSMs), and internal stakeholders to guide clients through the implementation process, ensuring they realize value quickly and effectively from the platform.

Key Responsibilities

• Lead the onboarding and implementation process for new customers, ensuring timely and successful deployment of the platform.
• Collaborate with CSMs and Sales to understand customer goals and design implementation plans tailored to their needs.
• Provide hands-on support during platform setup, configuration, and initial training.
• Act as the primary point of contact for customers during implementation, addressing inquiries and resolving issues promptly.
• Ensure a smooth handoff from Sales to Customer Success post-sale.
• Conduct regular check-ins with customers to monitor progress, identify potential roadblocks, and ensure alignment with success milestones.
• Document implementation steps, create knowledge base articles, and contribute to improving internal processes.
• Coordinate with technical support for technically complex questions that may arise as part of the onboarding process.
• Proactively identify opportunities to improve the customer onboarding experience.
• Work with the existing customer base to integrate all products/features to improve the overall customer experience and lead to greater satisfaction and loyalty among customers.

Required Qualifications

• 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.
• Strong verbal and written communications.
• Excellent time management and organization skills.
• Superior customer service skills.
• Strong collaborative and team work skills.
• Basic technical understanding of the platform.
• Ability to work with minimal supervision.
• Ability to build rapport with customers via phone, email and video conferencing.

The base pay for this position ranges from $60,000 - $65,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.

Our Fantastic Benefits

The company offers company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment.

Individuals seeking employment 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 the careers section of the company website for accommodation requests.