VP of Go-to-Market Operations at Klaviyo

| Greater Boston Area | Remote
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The Klaviyo Go-to-Market (GTM) organization is responsible for revenue delivery and customer satisfaction across our fast-growing global customer base. To help fuel our growth and find new ways to continuously improve, we are looking for an established leader to drive our global go-to-market operations.  This person will report directly to the Chief Customer Officer (CCO) and partner closely with the leaders of the Sales, Customer Success/Support, and Partnership organizations.  

We are looking for a candidate that has a proven track record of developing, growing and aligning high-performing operations teams in high-growth SaaS or similar software businesses.  You are passionate about data, thrive in a fast-paced environment, and have the ability to flex between big picture thinking while also sweating the details. 

How You’ll Make a Difference:

  • Create, grow and manage a world-class global go-to-market operations function spanning sales, customer success, support, and partnership functions.
  • Partner with the COO, functional leaders, and our marketing and finance organizations to help set and manage aggressive sales, retention, and customer experience goals while providing a high level of visibility into underlying driver metrics.   
  • Manage and optimize all of the mission-critical processes, systems and software tools (such as Salesforce and Zendesk) that our teams use to manage our customer relationships.
  • Be responsible for workforce management, planning, and budgeting for our fast-growing global teams.  Work with our People Ops team to develop and implement excellent hiring, training, and performance management capabilities.
  • Provide exceptional enablement to our teams, supporting effective selling and customer management.
  • Be the worldwide go-to person for all GTM data and insights, including understanding our customer segments, sales motions, and customer success metrics.
  • Manage our voice-of-the-customer listening posts and provide actionable insights to the rest of the organization to help improve the product and customer experience.
  • Support both high-velocity customer sales and success experiences and enterprise sales and service efforts.
  • Maintain the roadmap of GTM initiatives, leveraging strong collaboration, prioritization, and project management skills.  
  • Drive actionable outcomes by clearly communicating findings to a mix of technical and non-technical stakeholders.

Who You Are:

  • 10+ years of experience leading revenue and/or customer success operations in a B2C/B2B/SaaS software business.  
  • Demonstrated experience building and leading high-performance operations teams that help drive business outcomes.  Experience developing high impact strategies to improve effectiveness and drive key metrics.
  • Highly analytical and data-driven, with proven ability to use a deep understanding of business metrics to drive outcomes.
  • Process-oriented, with the ability to simplify, automate, and improve team effectiveness through process improvements.
  • Demonstrated success operating in a cross functional environment and delivering outcomes.
  • Proficiency with tools such as Salesforce, Zendesk, and Tableau a plus.
  • Prior experience in both high-velocity SMB businesses and enterprise environments a strong plus.
  • Strong sense of ownership over annual and quarterly planning.
  • Strong sense of curiosity with a bias towards action.

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.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
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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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