Senior Onboarding Specialist

About the team:

We are looking for an Onboarding Specialist to join our Sydney Office who is passionate about providing the best onboarding experience and support to APAC customers.

Our Sydney team began to take shape in early 2022 and has now built our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo’s customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity. This is your unique opportunity to join us at a very early stage and help to shape our future.

About the role:

As an Onboarding Specialist, you will be the first point of contact with new Klaviyo customers, guiding them through their first 30-45 days of setup and enablement. 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 problems for customers using our software.

How you will make a difference:

• Own customer relationships from completed sale through successful “go live”
• Lead the implementation phase for new customers including project scope definition, project plan development, project resources, and project timeline
• Onboard new clients, so they are set up for success by providing strategic advice and guidance, responding to client questions in a timely manner, providing Klaviyo best practices to ensure clients are achieving their goals
• Proactively review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation
• Follow-up in a timely manner on all customer questions via phone and email
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
• Diagnose software issues and resolve customer complaints using established processes
• Provide support and guidance on technical and non-technical related questions (e.g: marketing, sales, other ecommerce setup questions) to build out the customer's initial campaign
• Communicate thoughtfully and effectively with all Klaviyo customers and advocate for them throughout the entire onboarding process.
• Proactively surface, coordinate and drive new ideas to improve onboarding processes. This includes being the product expert and working with product and engineering teams for integration improvements, customer setup and UI improvements and anything else that prevents any customers from making email revenue faster.
• Monitors onboarding health (time to first KAV) across all new customers and acts as a point of escalation.
• Conduct onboarding post-mortems, create recommendations based on lessons learned, identify both successful and unsuccessful elements of onboarding/implementations, and document established best practices for onboarding.
• Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
• Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Document troubleshooting and problem resolution steps.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Who you are:

• 1-2+ years of customer onboarding experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
• Experience explaining how to reach key goals using software with end users
• A track record for creative problem solving for customers and end users.
• Experience in marketing or advising customers on marketing strategy is a plus.
• Thrives in a collaborative environment
• Excellent organizational and project management skills.
• Experience with various project management methodologies; scrum, agile, waterfall etc
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn
• Able to adapt in a quickly changing environment
• Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Gainsight
• Track record managing customer relationships through Salesforce or similar CRMs
• Experience using email marketing platforms and E-Commerce platforms a plus
• Eligibility to work in Australia without restrictions

As part of the Klaviyo team you will be looked after with some great benefits, including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books!) to name a few.