Customer Librarian at Klaviyo

| Greater Boston Area | Remote
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Why You Should Join the Marketing Team 

The marketing team is special - a collection of powerful misfits, passionate doers, creative strategists and insatiable dreamers. We’re looking for people nothing like us to make our diverse group even more diverse and broaden our collective thought.

At Klaviyo there’s plenty of low-hanging fruit, and a lot of room for big ideas, experimentation, and building out new channels. Specifically, we want someone who is going to own the single source of truth of our customers. Sound exciting? Keep reading. 

You’ll work directly with our evangelism team to analyze qualitative customer data and identify stories that will create a meaningful understanding of our customers and drive the company toward our #1 core value: Customer First. 

You’ll be a part of a hard-working team, have real impact, lead cross-team collaboration across the company, and MUCH more.

How You Will Make a Difference

  • Create and maintain the taxonomy of our customer story library so that teams across the company (marketing, product, customer success, etc) can use our deep and meaningful library as a resource to better understand our customers.
  • Tag, sort, and codify the qualitative data inside our customer library so that it is easily accessible to stakeholders.
  • Collate quantitative data with qualitative data to provide as clear of a picture as possible.
  • Respond to internal requests for stories and create projects in our repository that meet the needs of those requests.
  • Build the customer story library by soliciting and adding contributions from other team members.
  • Analyze trends in the qualitative and quantitative data and identify gaps in current library content. Work with the entire evangelism team to share those trends and fill those gaps.
  • In conjunction with the rest of the customer evangelism team, work to increase the customer story library volume by interviewing customers.
  • Work with IT, engineering, and BI to manage the tech integrations with our story repository. There’s a lot of data flowing in and out and you’ll manage what data we need and where it needs to go.
  • Work across teams to build and maintain a single source of truth for our customers.

You Are Someone With:

  • A passion for research. You’re happiest when you’re surrounded by piles of data, sorting through it all and making sense of it. 
  • A love for customers. You may be someone who has worked in product, success, or marketing. Or maybe you’ve spent your time somewhere else. Which team you sit on doesn’t matter to you. You’re just happy to be connecting with customers regularly and helping the company better know what those customers think, say, and do.  
  • A desire to create change and an equally strong desire to execute. This role is part implementor, part strategist. You’ll be expected to think strategically, set and own KPIs, lead others through your findings, and get your hands dirty with data, outreach, and more.
  • An extremely high bar for quality. Even though you may not consider yourself an expert, you know how to figure out what excellence looks like in any of them, and chart a path for getting us there. 
  • Experience owning data. You know your way around taxonomies, you’ve built systems, you’re known for your organization skills, and you love setting goals for putting that data to good use.
  • People skills. You’re a data person, sure, but you know that data is about real humans and treat it accordingly. You’re just as comfortable tagging and sorting as you are interviewing and asking why.  
  • 3+ year experience in research/data/analytics.  

If that sounds like something you want to be part of, we want to hear from you!

About the Hiring Process:

Interested in joining our team? Great!

We’ll begin reviewing applications, and continue to review them until the job is filled. We typically reduce the candidate pool down to a small handful who, after a brief screening interview with the recruiter and hiring manager will move onto a panel interview. 

You’ll have a panel interview over Zoom (typically 4-5 1:1 interviews with people who will interact with the person in this role). After that, we'll decide on our final candidates and set them up with a 1:1 interview with a marketing executive, likely within Product Marketing. 

Finally, all going well, we'll make a written offer to the successful candidate which can be signed electronically. If you are not sent an offer, you will be notified so you aren’t left wondering what’s going on.

We’re looking forward to chatting!

Get to know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.

An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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