Onboarding Specialist - SMS (West Coast) at Klaviyo

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Klaviyo launched a game-changing new product in early 2020 that is taking the SMS market by storm. We’re on a mission to help creators truly own their destiny, and a big part of the recipe is providing them with the tools, expertise, and data required to create amazing customer experiences through the channels they own (Email, Website, Mobile/SMS). SMS has proven to be an incredibly effective marketing channel for D2C brands and we’re super excited to bring this to all of our customers!

Onboarding Specialists 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 onboarding experience to our customers 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 Onboarding Specialist who is passionate about providing the best onboarding experience to customers who are scaling their businesses with Klaviyo. 

As an SMS Onboarding Specialist, you will be responsible for onboarding both new and existing customers newly purchasing SMS. During SMS onboarding, you will be guiding customers through their next 30-45 days of setup with the Klaviyo product and the first SMS 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'll Make a Difference
  • Onboard new and existing customers with Klaviyo’s SMS product so they are set up for success by providing proactive strategic advice and guidance, assisting with the migration from previous software, and providing Klaviyo best practices to ensure clients are achieving their initial business goals.
  • Own customer relationships from completed sale through successful go live.
  • Lead the SMS implementation phase for 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.
  • Work to set priorities and establish a technical health plan for open problems and resolve issues 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.
  • Communicate thoughtfully to provide answers to questions for both technical and non-technical stakeholders to drive the project forward and reach customer goals.
  • Monitor onboarding health across all new customers to ensure we are fast-tracking value and setting customers up for long term success.
  • Advocate internally for customers throughout the entire onboarding/implementation process. Proactively surface, coordinate and drive new ideas to improve SMS 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
  • A passionate customer success professional with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
  • Experience with SMS marketing strategy or technology is a plus.
  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
  • An effective project manager with a track record of leading through complexity and driving outcomes on time. 
  • Experience explaining how to reach key goals using software with end users.
  • A track record for creative problem solving for customers and end users.
  • Experience in marketing or advising customers on marketing strategy is a plus.
  • Experience managing customer relationships through Gainsight or similar CRMs
  • Thrives in a collaborative environment.
  • Excellent organizational and project management skills.
  • Excellent communication skills via phone, video conference and email.
  • Curious and eager to learn.
  • Able to adapt in a quickly changing environment.
  • Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, CRMs

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
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.
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
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
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
Mentorship program
We offer coaching through Bravely for all of our employees.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
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