Onboarding Specialist

Onboarding Specialist (German Speaking) at Klaviyo. Klaviyo values diverse backgrounds and experiences and seeks candidates who can provide the best onboarding experience for EMEA customers. This role is based in our Dublin Office and focuses on guiding new Klaviyo customers through their first 30-45 days of setup and initial experiences with the Klaviyo product.

Onboarding Experts are a critical part of our future success. Our mission is to exceed customer expectations when getting them up-and-running with Klaviyo.

• 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, advise strategically, respond to client questions in a timely manner, and provide Klaviyo best practices to help clients achieve initial business goals.
• Proactively review customer dashboards, address 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 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 questions (e.g., marketing, sales, other eCommerce setup questions) to build out the customer's initial campaign.
• Advocate for customers throughout the onboarding/implementation process, surface and drive ideas to improve onboarding, and collaborate with product and engineering teams for improvements.
• Monitor onboarding health (time to first KAV) and act as a point of escalation when needed.
• Conduct onboarding post-mortems, document best practices, and identify successful and unsuccessful elements of onboarding/implementations.
• Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
• Set priorities and establish a technical health plan for open problems and timely issue resolution.
• Document troubleshooting and problem resolution steps.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

• 1+ years of customer onboarding experience with a track record for building and nurturing relationships with multiple stakeholders.
• Fluent in English and German (spoken and written).
• Thoughtful communicator with strong written and verbal skills across multiple channels.
• Experience explaining how to reach key goals using software with end users.
• Creative problem-solving track record 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.
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn; adaptable in a quickly changing environment.
• Experience with Microsoft Office, G-Suite, Google Sheets, PowerPoint.
• Track record managing customer relationships through Salesforce or similar CRMs.
• Experience using email marketing platforms and eCommerce platforms is a plus.
• Familiar with Klaviyo product; completing the Product certificate is a plus.

Base Pay Range In Local Currency: €44,000—€66,000 EUR

In addition to base salary, total compensation may include annual cash bonus, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive benefits package. Details available in the Job Applicant Privacy Notice and Klaviyo Rewards - Global Benefits.

Klaviyo is committed to equal opportunity and non-discrimination. We provide privacy notices related to job applications. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application.

For more information on our privacy and notices, see our Job Applicant Privacy Notice.