L&D Specialist, Customer Success

| Greater Boston Area
Get to know Klaviyo
Klaviyo is a team of people who are crazy motivated by growth. It’s what we help our customers do, grow their businesses by making it possible and easy for them to use their data to power better marketing. It’s how we behave as individuals and we’re all deeply passionate about learning. It’s how we manage our business: we have thousands of paying customers, we’re profitable, and we’re growing insanely fast. And it’s what our culture is all about.
 
Working at Klaviyo means you’ll work on things you never imagined you would; you’ll grow in ways you didn’t consider possible; and you’ll do the best work of your career with people who are just as motivated and talented as you are.
Why You Should Join the Learning and Development Team
Klaviyo is looking for an L&D Specialist to work closely with our Customer Success and Onboarding leaders to analyze, design, develop, and implement learning programs for our team of CSMs and Onboarding Specialists. This role will report to the Manager of L&D in our Boston office. The L&D Specialist will conduct learning assessments to identify knowledge/skill gaps and engage subject matter experts in the design and focus of new training programs. Learning methods may include instructor-led classes, simulations, mentoring, or on the job training. This role will facilitate both classroom-based and web-based training sessions on a variety of topics including product, systems, soft skills, and technical skills. They are expected to actively contribute to the L&D strategy by mapping out comprehensive training plans to support the evolving needs of our Customer Success teams.
 
How You Will Make a Difference 

Help the Support teams to deliver a great customer experience:

  • Partner with Customer Support Team Leads and Managers to identify any programmatic learning and development needs among their teams that could lead to improvements in NPS and customer churn levels.
  • Create an L&D curriculum and road map for future training classes including topics like Product updates, E-commerce Integrations, Compliance and Deliverability, Strategic Account Management, Internal Systems, and Communication Skills.

Manage Klaviyo Product Training Program:

  • Work with the Academy team to transition the existing program to L&D.
  • Ensure that 100% of Klaviyos participate and successfully pass their product training.
  • Conduct daily instructor-led training sessions covering overviews of how the Klaviyo product works.
  • Assess trainees to measure progress and to evaluate the effectiveness of training.
  • Report on the progress of employees under guidance during training periods.
  • Continually evaluate and update the existing program and materials to ensure it is accurate and effective.
  • Create a train the trainer program that certifies other SME’s to assist with the delivery of Product Training sessions to increase capacity and provide development opportunities. 

Provide a great onboarding experience for New Klaviyos:

  • Partner with our People Ops team to serve as a facilitator for new Klaviyo onboarding classes as needed.
  • Partner with Customer Success leaders to create a department-specific onboarding plan that is coordinated with and complementary to New Klaviylo Onboarding and Customer Experience Program.
  • Inventory all existing materials provided to new CSMs and Onboarding Specialists and come up with a plan to update, retire and/or create materials as needed to ensure a simple and clear plan for new Klaviyos joining Support.

Who You Are:

  • 2+ years of experience in a similar L&D or Customer Success role
  • Experience with facilitating training sessions
  • Strong verbal and written communication skills including the ability to design and deliver effective presentations and demonstrations
  • A detail-oriented and organized person with strong project and program management skills
  • Ability to work in a fast-paced, collaborative, tech environment
  • Passion for helping others to learn and develop 

Read Full Job Description

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 the vibe like in the office?

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

Culture
Volunteer in local community
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.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
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
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
Company sponsored family events
Acme co. sponsors family oriented events Annually.
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.
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
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