Onboarding Specialist

Onboarding Specialist (Italian Speaking) at Klaviyo

Onboarding Experts at Klaviyo are a critical part of our future success. We take the success and happiness of our customers incredibly seriously. Our mission is to exceed our customers expectations when getting them up-and-running with Klaviyo. We are looking for an Onboarding Specialist for our Dublin Office who is passionate about providing the best onboarding experience and support to EMEA customers.

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 with the Klaviyo product and the first customer experiences they want to build. 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.

• 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, set them up for success, provide proactive strategic advice, respond to client questions in a timely manner, and share Klaviyo best practices to help clients achieve initial business goals.
• Proactively review customer dashboards, address open issues and ensure consistent messaging and proper 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 campaigns.
• Communicate effectively with all Klaviyo customers and advocate for them throughout onboarding/implementation; surface, coordinate and drive ideas to improve onboarding processes and product integrations.
• Monitor onboarding health (time to first KAV) and act as a point of escalation.
• Conduct onboarding post-mortems, create recommendations, identify successful and unsuccessful elements, and document best practices.
• Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
• Set priorities and establish a technical health plan for open problems and resolve issues promptly.
• 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 on an account at a time.
• Fluent in English and Italian (spoken and written).
• A thoughtful communicator who is excellent at communicating through a variety of channels requiring 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.
• 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.
• Track record managing customer relationships through Salesforce or similar CRMs.
• Experience using email marketing platforms and eCommerce platforms is a plus.
• Familiar with the Klaviyo product; completing the Product certificate is a plus.

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

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. We began using Covey Scout for Inbound on April 3, 2025. See the independent bias audit report covering our use of Covey. Our salary range reflects the cost of labour in the country where the job post is advertised and may include base salary plus a total rewards package (bonus, equity, benefits).

Klaviyo is committed to 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, gender identity, sexual orientation, disability, veteran or active military status, marital status, criminal record, or any other characteristic protected by law. Our Job Applicant Privacy Notice applies; by submitting an application you consent to processing of your personal data.

Get to Know Klaviyo: We empower creators to own their destiny by making first-party data accessible and actionable. If you're ready to do the best work of your career and be welcomed as your whole self with generous benefits, consider joining us.