Manager, Operations Analytics & Reporting (Customer Success)
Job Description
At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Klaviyo is looking for an Analytics Manager to join our growing Customer Success Operations team. In this role, you will report to the Senior Manager, OPS & Analytics, and partner closely with Customer Success and Support leadership to deliver data driven insights, drive visibility and understanding of core metrics, customer behavior & business drivers, improve operational efficiencies, and develop scalable strategies to drive results. This role will identify, scope and manage key analytics resources, advanced analytics projects, and strategic initiatives across the CS organization that drive growth, prevent churn, and are instrumental in driving greater insight, action and measurement of impact, leading to improved customer strategies and greater retention and expansion outcomes for Klaviyo. The ideal candidate will be an experienced leader who is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, developing and driving forward longer term roadmaps, and highly focused on creating solutions for our customers.
How you will make a difference:
- Collaborate with senior leaders across the global customer success (post-sales) organization, particularly within Customer Support, Education and Onboarding, to drive strategic initiatives that shape the growth trajectory of Klaviyo
- Own and develop reporting and analytics resources for Customer Success and Support stakeholders; creating new metrics that drive increased visibility into the drivers of customer success and tell data driven stories about the health of Klaviyo’s customers
- Plan and scope end-to-end advanced analytics projects by identifying the business problem and selecting appropriate investigative testing and data solutions, and determining appropriate key performance indicators (KPIs) for the audience
- Dissect trends, quantify opportunities, and undertake customer and driver based journey mapping and modeling to support business planning & strategic decision making within Customer Success
- Lead a team to analyze customer engagements and transactions across the post sales customer journey and systems to drive actionable insights, recommendations, and optimizations
- Partner to create roadmaps and analytics resources to guide the strategic direction of Customer Success leadership, with the goals of driving successful onboarding and expansion from customers
- Leverage data to conduct deep dive advanced analysis across different areas of the business (e.g. customer segments / regions / product and service types), and partner with Business Intelligence and Data Science to develop our understanding of key value drivers, and identify improvement opportunities
- Implement processes to promote operational efficiency in a rapidly growing environment
- Partner with Customer Success and Support leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers
- Collaborate with cross-functional teams across disciplines such as CS Systems, Sales Operations, Marketing Operations, Product, Business Intelligence, and Finance
Who you are:
- You have 9+ years of professional experience in an advanced analytics role, with 4+ years of direct management experience leading and developing a team of analysts; prior experience with SaaS
- You possess well developed Excel, SQL and data visualization software skills (e.g. Tableau, PowerBI, etc); the ability to also use tools such as Python and R to work efficiently at scale and a background working closely with Data Science teams is a plus
- You have well developed communication and organizational skills, a demonstrated ability working cross functionally to partner with Senior Business leaders, experience developing and actioning against a roadmap with clear milestones, and experience preparing materials for an executive audience
- You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomesÂ
- You are comfortable operating autonomously with a bias towards action, learning and constant iterationÂ
#LI-Hybrid #LI-DEE
The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
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.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
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Date Posted
11/10/2023
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