Klaviyo
Sr. Customer Education Specialist
Job Description
At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Senior Customer Education Specialists are responsible for planning, executing, and evaluating day-to-day content operations and will create high-quality, relevant, and engaging educational resources to help Klaviyo customers grow their businesses.
In this role, you’ll create educational content across a variety formats and audiences, with a focus on Klaviyo Live Trainings and on-demand written and video resources. You’ll enable the delivery of live trainings you create and analyze customer data and internal feedback to improve future iterations of education resources. You’ll collaborate closely with fellow members of customer education, marketing, sales, and customer success to create engaging, educational resources that solve customer needs and meet our instructional design standards and create engaging digital experience.
You’ll be part of the Curriculum Development team and report to the Senior Manager of Customer Education, Curriculum Development.
How You'll Make a Difference:
- Create educational content for multiple modalities. You will be responsible for creating on-demand content published via our LMS and to our YouTube channel. You’ll also be responsible for designing live training content for the Training team. You will collaborate cross-functionally with subject matter experts, customer education specialists, customer success teams, and other key stakeholders. To create effective education, you will need a strong understanding of adult learning principles, instructional design best practices, and how to create content for different modalities.
- Manage content catalog and calendar. You’ll own the Training content calendar and all of the day-to-day activities that have to happen to effectively publish a piece of content. You’ll collaborate cross functionally to promote Training content and work within a sprint model to execute on-demand resources. You will manage timelines and keep things on track. You’ll also conduct quarterly research to identify learning gaps and proactively suggest catalog changes to support customer needs.
- Analyze performance. You’ll review the performance of our content—what’s resonating, what’s under-performing, what’s driving traffic, what’s reducing churn, what has a high CSAT rating—and you’ll use data to help make decisions about what content we create.
Getting Started / Key Outcomes
In your first 30 days, you’ll:
- Come up to speed on Klaviyo as a business, different departments, and the industry
- Go in-depth through our product, support tickets, and customer success manager calls to understand Klaviyo and its customers
- Complete onboarding, including getting up to speed on our team processes, procedures, and instructional excellence guidelines
Within 60 days, you’ll:
- Create a training alongside a customer education specialist
- Established a system for managing your projects
- Create multiple trainings on your own
- Become familiar with data analysis tools like Google Sheets, Tableau, BigMarker, and Google Analytics to evaluate content performance
In the 90 days, you’ll:
- Collaborate cross-functionally to identify learning gaps and content opportunities
- Mastered Klaviyo’s style guide and our Customer Ed style guide
- Established a system to monitor the performance of your owned content and identify improvements
- Created and published at least 1 course or learning resource into our LMS
Who You Are:
- You’re a strong writer, storyteller, and communicator
- You understand what it means to create engaging video content that captivates an audience.
- You have a customer-first mindset and deeply enjoy helping customers achieve their business goals by creating content that meets their learning needs
- You have a track record for building and nurturing relationships through live trainings and webinars
- You effectively balance smart strategy with relevant content that helps businesses grow while hitting challenging goals
- You have a proven track record of creating engaging educational content in a variety of formats, such as video, written guides, etc
- You have experience creating content that aligns with instructional design best practices
- You have excellent organizational and project management skills
- You have stellar communication skills via phone, video conference, and email
- You ideally have experience using ecommerce platforms and advising customers on marketing strategy
- You enjoy working on collaborative cross-functional teams
- You thrive in a fast-paced, adaptable environment with multiple priorities
- You have at least two years of experience in digital marketing or eCommerce
Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base 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. Please visit Klaviyo Rewards 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.
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.
Klaviyo is committed to a policy of 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 (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
