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Customer Onboarding Manager
3 weeks ago
Job Title: Customer Success Strategist
We are seeking a highly skilled Customer Success Strategist to join our team. As a key member of our customer-facing organization, you will be responsible for ensuring that our clients achieve their business goals and objectives.
- Owning customer relationships from completed sale through successful implementation.
- Leading the implementation phase for new customers, including project scope definition, project plan development, project resources, and project timeline.
- Onboarding new clients, setting them up for success, providing proactive strategic advice and guidance, responding to client questions in a timely manner, and providing best practices to ensure clients achieve their initial business goals.
- Proactively reviewing customer dashboards, addressing any open issues, and ensuring consistent messaging and appropriate escalation.
- Following up in a timely manner on all customer questions via phone and email.
- Communicating thoughtfully to provide answers to questions for both technical and non-technical end users while supporting a wide range of technologies.
- Diagnosing software issues and resolving customer complaints using established processes.
- Providing support and guidance on technical and non-technical related questions (e.g., marketing, sales, other e-commerce setup questions) to build out customer's initial campaign.
- Communicating effectively with all customers and advocating for them throughout the entire onboarding/implementation process, proactively surfacing, coordinating, and driving new ideas to improve onboarding processes.
- Monitoring onboarding health (time to first KAV) across all new customers and acting as a point of escalation.
- Conducting onboarding post-mortems, creating recommendations based on lessons learned, identifying both successful and unsuccessful elements of onboarding/implementations, and documenting established best practices for onboarding.
- Contributing feedback to Product/Engineering on product improvements to enhance customer engagement.
- Working to set priorities and establish a technical health plan for open problems and resolving issues in a timely manner.
- Documenting troubleshooting and problem resolution steps.
- Contributing to a positive team environment of collaboration, customer empathy, equality, and inclusion.
- 1+ years of customer onboarding experience with a track record of 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 various channels requiring both written and verbal skills.
- Experience explaining how to reach key goals using software with end users.
- A track record of creative problem solving for customers and end users.
- Experience in marketing or advising customers on marketing strategy a plus.
- Thriving 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 e-commerce platforms a plus.
In addition to base salary, our total compensation package may include participation in the company's annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.
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.
Please apply to this job posting to get in touch with our hiring team.
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