Onboarding Specialist (SMB)

Onboarding Specialists at Klaviyo play a key role in setting up our customers for long-term success with Klaviyo. As an SMB Onboarding Specialist, you are the first point of contact for new customers, guiding them through their first 30-90 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 customized project 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.

How you will make a difference:

• Own customer relationships from post-sale through successful “go live” in the first 30 to 90 days, onboarding multiple SMB clients at a time to set them up for long-term success
• Develop 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)
• Scope and conduct discovery with customers to understand use-cases and integration needs to effectively loop in key internal stakeholders for technical guidance
• 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)
• Proactively surface, coordinate and drive new ideas to improve the onboarding experience to ultimately reduce friction and Time to Value for customers

Who you are:

• 2-3+ years of customer success or customer onboarding experience with a track record for building and nurturing relationships across multiple accounts at a time
• Experience understanding customer goals, building a customized project plan, and finding creative solutions to reach customers’ key objectives
• Excellent organizational and project management skills with track record of driving outcomes on time
• Strong analytical and creative problem solving skills
• Excellent verbal and written communication skills via phone, video conference, and email, with demonstrated ability to make recommendations and persuade stakeholders
• Excellent interpersonal skills with ability to manage customer expectations, relationships, and identify and mitigate risk on as needed basis.
• Excellent time management skills with a proven ability to prioritize tasks and meet deadlines
• Thrives in a collaborative, fast-paced, and quickly changing environment
• Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs
• Proficient with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
• Experience in marketing technology and advising customers on marketing strategy a plus
• Experience using email marketing platforms and E-Commerce platforms a plus