Manager, Customer Onboarding Team

Klaviyo

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/05/2021
  • Website: https://www.klaviyo.com/
  • Company Address:

About Klaviyo

Email marketing and SMS marketing platform for E-commerce

Job Description

As a Manager, Customer Onboarding you will lead one of our Onboarding Specialist teams and be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established Onboarding Specialists in a fast-paced and rapidly changing environment. You will work closely with the other Managers in the Customer Success Org to help build a team of highly successful Customer Onboarding professionals who are able to execute exceptional tailored customer onboarding initiatives to our rapidly growing portfolio. As part of our customer-focused, results-driven organization, you will also be responsible for fast-tracking value while setting customers up for long term success.

How You'll Make a Difference

  • Manage a team of 6-7 direct reports.
  • Recruit, interview, hire, and train new team members.
  • Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.
  • Supporting and advising team members in their day to day responsibilities including driving customer outcomes through successful customer training, content and other educational initiatives.  
  • Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members.
  • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
  • Be a leader in the company, with an excellent attitude that inspires others to do their best work.
  • Proactively (and collaboratively) remove roadblocks getting in the way of others
  • Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes. 
  •  Help to scale the Onboarding Program to support our ever growing global customer base
  • You will have a great opportunity to work closely with multiple teams such as Product, Engineering, Support, & Success teams (and more)! Here’s a way that you will do that:  You will take the customers’ feedback and work strategically with those teams to enhance the product in order to achieve their business objectives 

Who You Are

  • Passionate about customers!
  • A successful manager and team builder through excellent motivation, leadership, and interpersonal skills
  • Agile, adaptable, and excited that each day can bring new opportunities
  • You get energized when engaging with all levels of management across multiple teams
  • 2+ years managing at least 4 team members or team leads, ideally in a Customer Success Team (CSM or Onboarding/Implementation Specialists)  for a high growth SaaS company
  • A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
  • Self-motivated, eager to learn and thrive in a collaborative environment.
  • Passionate about creative problem solving for customers and internal teams.
  • Experience in SaaS Onboarding, Implementation, or Project Management. MarTech and Marketing Strategy Advising experience is a plus.
  • A track record for driving efficacy of team output related to customer success outcomes.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.