Onboarding Specialist

4 weeks ago

London, United Kingdom Klaviyo Full time

Onboarding Specialists play a key role in setting up our customers for long-term success with Klaviyo. Our Onboarding Specialists are the first point of contact for new customers, guiding them through their first 30 to 90 days to ensure a successful implementation of the Klaviyo platform, delivering fast time to value and a solid foundation upon which to build their marketing and growth strategy. This includes designing customer implementation plans, providing proactive, 1:1 support that is critical to driving strong product adoption, eliminating friction for our user base, and establishing long-lasting relationships with our customers.

**Duties/Responsibilities**:

- Own customer relationships from post-sale through successful "go live" in the first 30 to 90 days, onboarding multiple new clients at a time to set them up for long-term success
- Develop implementation project plan to help customers build out their initial use cases and achieve their immediate business goals, tracking progress and holding customer and internal stakeholders accountable to meeting key onboarding milestones
- Advise customers on best practices to achieve fast time-to-value, including guidance on product set-up and configuration, testing, and performance analysis
- Provide support and strategic advice on both technical and non-technical related questions (e.g: deliverability, marketing, sales, setup questions)
- Proactively monitor customer dashboards and onboarding success metrics to identify at-risk accounts and prioritize engagement across customer portfolio
- Address any open issues and retention risk through creative problem solving, and act as a point of escalation facilitating action planning and resolution across teams (e.g., Support, Sales)

**Required Skills/Abilities**:

- Excellent organizational and project management skills with track record of driving outcomes on time
- Strong analytical and creative problem solving skills
- Excellent interpersonal skills with ability to manage customer expectations and relationships
- Excellent time management skills with a proven ability to prioritize tasks and meet deadlines
- Ability to identify and mitigate risk
- Comfortable developing technical knowledge with demonstrated ability to learn and adapt to evolving technology
- Thrives in a collaborative, fast-paced, and quickly changing environment
- Proficient with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint

**Education and Experience**:

- Fluent in French (written and spoken)
- 2-3+ years of customer success or customer onboarding / implementation experience with a track record for building and nurturing relationships across multiple accounts at a time
- Experience understanding customer goals and explaining how to reach key objectives using software
- Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs
- Experience in marketing technology and advising customers on marketing strategy a plus

**Get to Know Klaviyo**

We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
- You can find our Job Applicant Privacy Notice _here_._

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