Onboarding Specialist

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Onboarding Specialists at Klaviyo play a key role in setting up our customers for long-term success with Klaviyo. As an SMB Onboarding Specialist, you are the first point of contact for new customers, guiding them through their first 30-90 days to ensure a successful implementation of the Klaviyo platform, delivering fast time to value and a solid foundation upon which to build their marketing and growth strategy. This includes designing customized project plans, providing proactive, 1:1 support that is critical to driving strong product adoption, eliminating friction for our user base, and establishing long-lasting relationships with our customers.

How you will make a difference:

• Own customer relationships from post-sale through successful "go live" in the first 30 to 90 days, onboarding multiple SMB clients at a time to set them up for long-term success

• Develop project plan to help customers build out their initial use cases and achieve their immediate business goals, tracking progress and holding customer and internal stakeholders accountable to meeting key onboarding milestones

• Advise customers on best practices to achieve fast time-to-value, including guidance on product set-up and configuration, testing, and performance analysis

• Provide support and strategic advice on both technical and non-technical related questions (e.g: deliverability, marketing, sales, setup questions)

• Scope and conduct discovery with customers to understand use-cases and integration needs to effectively loop in key internal stakeholders for technical guidance

• Proactively monitor customer dashboards and onboarding success metrics to identify at-risk accounts and prioritize engagement across customer portfolio

• Address any open issues and retention risk through creative problem solving, and act as a point of escalation facilitating action planning and resolution across teams (e.g., Support, Sales)

• Proactively surface, coordinate and drive new ideas to improve the onboarding experience to ultimately reduce friction and Time to Value for customers

Who you are:

• 2-3+ years of customer success or customer onboarding experience with a track record for building and nurturing relationships across multiple accounts at a time

• Experience understanding customer goals, building a customized project plan, and finding creative solutions to reach customers' key objectives

• Excellent organizational and project management skills with track record of driving outcomes on time

• Strong analytical and creative problem solving skills

• Excellent verbal and written communication skills via phone, video conference, and email, with demonstrated ability to make recommendations and persuade stakeholders

• Excellent interpersonal skills with ability to manage customer expectations, relationships, and identify and mitigate risk on as needed basis.

• Excellent time management skills with a proven ability to prioritize tasks and meet deadlines

• Thrives in a collaborative, fast-paced, and quickly changing environment

• Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs

• Proficient with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint

• Experience in marketing technology and advising customers on marketing strategy a plus

• Experience using email marketing platforms and E-Commerce platforms a plus

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:

$62,400-$93,600 USD

Get to Know Klaviyo

We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

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