Onboarding Specialist

4 months ago

Sydney, Australia Klaviyo Full time

Onboarding Specialists 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 Sydney Office who is passionate about providing the best onboarding experience and support to APAC customers.

OBS 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 Klaviyo 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.
- 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 customer's initial campaign.
- 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.

**Preferred Experience & Skills**
- 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 a plus.
- Thrives in a collaborative environment
- Excellent organizational and project management skills.
- 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 / Foundational knowledge of APIs (Advantageous)

**Requirements**:

- Full authorisation to work in Australia without any restrictions

**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.
- You can find our Job Applicant Privacy Notice _here_._

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