Implementation Specialist (Advanced) at Klaviyo

| Greater Boston Area
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Implementation Specialists (Onboarding) at Klaviyo are a critical part of our future success. We take the success and happiness of our customers incredibly seriously. Our mission is to deliver an exceptional experience to our customers in their first 60-90 days setting up Klaviyo with the highest level of quality in both product knowledge and project management skills and, in the process, consistently meet and exceed customer expectations. We are looking for an Implementation Specialist who is passionate about providing the best onboarding experience to customers who are scaling their businesses with Klaviyo. You will be working on our Advanced Implementation (Onboarding) team focused on leading our upmarket customers where you will provide a high touch experience in order to help our customers achieve short term and long term success. As an Implementation Specialist, you will be the point of contact with new Klaviyo customers, guiding them with initial setup with the Klaviyo product and the first customer experiences they want to build. Our customers vary in size and experience so we are looking for individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

How you will make a difference: 

  • Effectively onboard new Mid Market customers, leading them through multiple software migrations and integrations in order to execute on customer use cases and key milestones and to fast-track value.
  • Lead the implementation phase for new customers including onboarding project scope, plan, resources, and timeline.
  • Adapt processes to provide a tailored onboarding experience and meet customer needs while achieving key milestones.
  • Communicate effectively with both technical and non-technical stakeholders to drive the project forward through visibility and accountability to reach customer goals.
  • Provide technical consultation for migration plan and use case execution.
  • Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner.
  • Monitor onboarding health across all new customers to ensure we are fast-tracking value and setting customers up for long term success.
  • Diagnose software issues and leverage Klaviyo resources to resolve in a timely manner.
  • Provide support and guidance on technical and non-technical related questions (e.g: marketing, sales, ecommerce setup questions)  to execute on customer use cases. 
  • Collaborate with internal stakeholders including  Solutions Architects, Sales, CSM, and Product in order to drive  the onboarding project and achieve customer goals.
  • Advocate internally for customers throughout the entire onboarding/implementation process. Proactively surface, coordinate and drive new ideas to improve onboarding processes. This includes being the customer experience expert and  working with product and engineering teams for integration, customer setup and UI improvements to ultimately reduce friction and Time to Value for customers.
  • Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Who you are: 

  • 3+ years of customer onboarding experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
  • Strong understanding of integrations and APIs and are technically passionate
  • An effective project manager with a track record of leading through complexity and driving outcomes on time. 
  • Can quickly learn & communicate technical concepts.
  • Consult and advise on technical integration and migration best practices
  • Experience working with MidMarket customers
  • Excellent at communicating through a variety of channels that require both written and verbal skills.
  • Experience in marketing or advising customers on marketing strategy.
  • Experience managing customer relationships through Gainsight or similar CRMs
  • Thrives in a collaborative environment.
  • Curious and eager to learn.
  • Able to adapt in a quickly changing environment
  • Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint

Get to know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses using the channels they own like email, web and mobile. Enabling brands to leverage these owned marketing channels, 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, high-fidelity relationships with customers, without giving up their valuable data to Facebook or Amazon. In 2020, Klaviyo reached coveted unicorn status with a robust Series C of $200m at $4.15B valuation. Innovative companies like Unilever, Custom Ink, 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.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
Watch

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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