Senior Onboarding Specialist

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.
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.
The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law
Base Pay Range in Local Currency:
$116,000 - $174,000 AUD
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.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.