Onboarding Specialist (SMS)

Onboarding Specialists at Klaviyo play a key role in setting up our customers for long-term success with Klaviyo. As an SMS Onboarding Specialist you are responsible for guiding existing Klaviyo customers through adoption and implementation of our SMS offering, delivering fast time to value and a solid foundation upon which to build their 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. 

We're on a mission to help creators truly own their destiny, and a big part of the recipe is providing them with the tools, expertise, and data required to create amazing customer experiences through the channels they own (Email, Website, Mobile/SMS). SMS has proven to be an incredibly effective marketing channel for D2C brands and we're super excited to bring this to all of our customers. Our customers vary in size and experience so we are looking for individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

How you will make a difference:

• Onboard customers with Klaviyo's SMS product so they are set up for success by providing proactive strategic advice and guidance, assisting with the migration from previous software, and providing Klaviyo best practices to ensure clients are achieving their initial business goals.
• Advise customers on best practices to achieve fast time-to-value, including guidance on product set-up and configuration, testing, and performance analysis 
• Own customer relationships from post-sale through successful “go live” in the first 30 to 45 days, onboarding multiple SMS 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 guidance on technical and non-technical related questions (e.g: marketing, sales, ecommerce setup questions) to execute on customer use cases.
• Communicate thoughtfully to provide answers to questions for both technical and non-technical stakeholders to drive the project forward and reach customer goals.
• Monitor onboarding health across all new customers to ensure we are fast-tracking value and setting customers up for long term success.
• 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+ years of customer success, support or onboarding experience with a track record for building and nurturing relationships across multiple accounts at a time
• Motivated by understanding customer goals, and finding creative solutions to reach customers’ key objectives 
• A desire to flex your organizational, time and project management skills to drive timely outcomes though clear project plans. You have a proven ability to prioritize tasks and meet deadlines
• Excited by helping customers grow though creative, strategic recommendations backed by data
• Exceptional verbal and written communication to manage customer expectations, relationships, and identify and mitigate risk on as needed basis. 
• Excellent interpersonal skills with ability to manage customer expectations, relationships, and identify and mitigate risk on as needed basis. 
• Thrive 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 and/or SMS marketing platforms and E-Commerce platforms a plus