Client Success Specialist

Job Title

Onboarding Specialist

As a member of our customer onboarding team, you will be responsible for guiding new customers through the setup process with our product. This is a critical role in ensuring that our customers have a successful experience and are set up for long-term success.

Key Responsibilities:

• 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, proactive strategic advice and guidance, respond to client questions in a timely manner, provide best practices to ensure clients are achieving their initial business 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 video conference.
• Communicate effectively with 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 related questions (e.g: marketing, sales, other eCommerce setup questions)to build out customer's initial campaign.
• Monitor onboarding health (time to first KAV) across all new customers and act as a point of escalation.
• Conduct post-mortems, create recommendations based on lessons learned, identify both successful and unsuccessful elements of onboarding/implementations, and document established best practices for onboarding.
• Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner.
• Document troubleshooting and problem resolution steps.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Requirements:

• 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 German (spoken and written).
• 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 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 E-Commerce platforms a plus.

Benefits

The salary offered for this position is determined by several factors, including the applicant's job-related skills, relevant experience, education or training, and work location.

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.

Visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

About Us

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.

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