Manager, Customer Education
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.
As a Manager of Customer Education you will lead one of our Customer Education teams and be responsible for interviewing, hiring, training, coaching, and leading a team of new and established Education Specialists in a fast-paced and rapidly changing environment. You will work closely with the other Managers and the Director of Customer Education & Community to help build a highly successful team that is able to propel Klaviyo’s business goal to create a delightful, frictionless customer experience at scale. As part of our customer-focused, results-driven organization, you will be responsible for creating educational experiences that drive increased customer retention and create Klaviyo advocates.
How You'll Make a Difference
- Build the content strategy for progressive learning paths to help our customers succeed using Klaviyo.
- Drive the performance of our content and resources on Klaviyo Academy and Partner Academy to ensure a seamless learning experience focused on driving business outcomes for our customers.
- Work collaboratively to identify education opportunities and create solutions that support diverse and global learning audiences,
- Oversee the development and expand upon our existing credentials program.
- Initially manage a team of 4-6 direct reports
- Recruit, interview, hire, and train new team members.
- Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.
- Support and advise team members in their day-to-day responsibilities, including driving customer outcomes through effective customer training content.
- Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
- Be a leader in the company, with an excellent attitude that inspires others to do their best work.
- Proactively (and collaboratively) remove roadblocks getting in the way of others.
- Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.
- Oversee the creation of our content calendar and delegate projects and responsibilities
Who You Are
- 2+ years managing at least 4 team members or team leads, ideally in Customer Education or Marketing for a high growth SaaS company
- Passionate about creating world class training content and experience building customer education programs.
- Experience in instructional design principles and creating content that is both engaging and effective.
- A track record working creatively, problem-solving, and collaborating with Support, Product, and Marketing to create an exceptional customer experience.
- Self-motivated, eager to learn and thrive in a collaborative environment.
- Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
- Experience using UX and design to solve for the customer experience.
- Experience developing and maintaining an information architecture.
- Responsible for measuring efficacy of team output related to customer success outcomes.
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 is committed to diversity and to a policy of equal employment opportunity and non-discrimination. We do not discriminate on the basis of 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 by applicable law.