Manager, Customer Education

| Greater Boston Area
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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.

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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. We also have a UK office in London's Southwark neighborhood, and over one third of our workforce operates remotely.

An Insider's view of Klaviyo

What's something quirky about your company?

There are a lot of quirky things about Klaviyo - from our love for Nicolas Cage to our need to use gifs and emojis in any and all communications. But the quirkiest, or most unexpected, thing about Klaviyo is how kind, genuine, and caring each person is here. Every day you’ll have the opportunity to work with folks that truly care.

Natalie

Employee Engagement Program Manager

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

Senior Billing Specialist

What is your vision for the company?

My first order of business at Klaviyo is to put in the strategy, structure, and operating mechanisms to allow us to scale. We’ve articulated a multi-year strategy that is ambitious and motivating; the company’s potential is so much bigger than what it looks like from the outside-in. Now we have to execute against it. It’s an exciting moment!

Mike

Chief Customer Officer

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo values our employees' health, wellbeing, and professional development. We take pride in our benefits, programs and perks. One of our core values is "Klaviyos are always learning." We offer a robust learning stipend to bolster your professional interests (or learn a new language), leadership training to all Klaviyos (including individual contributors and managers), coaching for all Klaviyos, and a Free Books Policy. Additional benefits include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free Headspace subscriptions, and a fun company atmosphere. Diversity, equity and inclusion is woven throughout our Klaviyo fabric - from Klaviyo Resource Groups to company-wide programming. Over 50 percent of our employees participate in a Klaviyo Resource Group! We also offer competitive salaries and 401K match through Principal.

Culture
Volunteer in local community
Klaviyos are offered paid time off to volunteer in their local community. In 2021 we partnered with Build Boston to mentor young entrepreneurs we also raised money for Alex's Lemonade Stand.
Partners with Nonprofits
In 2021 we partnered with Build Boston, Alex's Lemonade Stand, Black Girl Ventures and Start Small Think Big.
Friends outside of work
Eat lunch together
Intracompany committees
We have a number of groups that come together around shared interests - from runners to avid readers. Every Klaviyo is an owner of our culture and we welcome and encourage everyone to contribute to it
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Klaviyo has made significant investment in diversifying our management team at every level, from first level leaders and our executive leadership team to our Board of Directors.
Unconscious bias training
Unconscious bias is embedded into all of our trainings - from interview to manager trainings. This is not a one-time thing, but a continuous area of focus and commitment for us.
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have a robust resource group community at Klaviyo. We foster events that teach around intersectionality so we can all learn and grow together. Each department also offers unique programming.
Hiring Practices that Promote Diversity
We have policies in place to ensure a fair and equitable hiring process, while also customizing recruiting strategies for specific roles because we know it's not a one-size fits all.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,750 annually.
Disability Insurance
Klaviyo's disability insurance benefit is 60% of an employee's annual salary up to a $2,500 per weekmaximum monthly payout.
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 allowance for glasses and contact lenses each.
Health Insurance Benefits
Klaviyo offers 3 health insurance plans with BCBS that cover most out-of-pocket costs. Employees who select the High Deductible Health Plan receive up to $2,000/year to fund a Health Savings Account.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to $300,000. Additionally, Accidental Death & Dismemberment coverage is offered equal to the group life benefit.
Wellness Programs
Klaviyos may be reimbursed up to $200 for online and app-based classes, exercise equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness expenses.
Onsite Gym
Team workouts
Mental Health Benefits
Klaviyo values our employees' mental health and offers confidential counseling through our Employee Assistance Program as well as 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
Klaviyo's 401(k) retirement plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
Company Equity
Klaviyo offers equity packages to all full time employees, vesting over a four-year period.
Child Care & Parental Leave Benefits
Generous Parental Leave
Klaviyo ensures everyone is guaranteed the time they need by providing 16 weeks of parental leave, in addition to FMLA.
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
Klaviyo offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited vacation policy and employees are encouraged to actively take the time off they need.
Paid Volunteer Time
Klaviyos are encouraged to use their unlimited vacation policy to volunteer and give back to their local communities.
Paid Holidays
Paid Sick Days
Klaviyos can leverage their unlimited vacation when sick.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers tax preferred transit and parking plans for employees in the Boston office and contributes $50 per month to the transit plan.
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
Relocation Assistance
For new hires in roles that are required to be in the Boston office, relocation assistance is offered.
Fitness Subsidies
Klaviyos may be reimbursed up to $200 for online and app-based classes, exercise equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness expenses.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. The learning stipend can also be used to learn a new language!
Tuition Reimbursement
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. The learning stipend can also be used to learn a new language!
Diversity Program
Lunch and learns
Klaviyo hosts monthly Munch 'n Learns, which are open to all employees.
Cross functional training encouraged
Promote from within
Mentorship program
All new Klaviyos are given a K-buddy mentor in their first week to help them adjust to all things Klaviyo.
Continuing Education stipend
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. The learning stipend can also be used to learn a new language!
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. The learning stipend can also be used to learn a new language!

Additional Perks + Benefits

At Klaviyo, we believe everyone should have access to coaching (not just the executive level). That's why we offer unlimited confidential coaching to every Klaviyo through Bravely. Klaviyos are inherently curious, which is why we offer all employees our Free Books Policy - if you want to read it, we'll pay for it! From Harry Potter, to Learn Python the Hard Way, to Dare to Lead, we've got you covered.

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