Onboarding Specialist - London, United Kingdom - Klaviyo

Klaviyo

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 postsale through successful "go live" in the first 30 to 90 days, onboarding multiple new clients at a time to set them up for longterm 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 timetovalue, including guidance on product setup and configuration, testing, and performance analysis
Provide support and strategic advice on both technical and nontechnical related questions (e

g:
deliverability, marketing, sales, setup questions)

Proactively monitor customer dashboards and onboarding success metrics to identify atrisk 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, fastpaced, and quickly changing environment
Proficient with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint

Education and Experience:

Fluent in French (written and spoken)
23+ 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.