Senior Customer Education Specialist (Training)

About the position Customer Education Specialists nurture growth and foster community among Klaviyo’s customer base. You’ll own the adaptation and execution of educational materials provided by the Curriculum Development Team. The training formats include, but are not limited to, small group trainings, large webinars, in-person events, and personalized in-person workshops. You’ll collaborate closely with fellow members of the Customer Education team, marketing, sales, and customer success more broadly to get customers the information they need. Your key partnership will be with the Curriculum Development team - aligning on key learning objectives, measuring success, and iterating based on quantitative and qualitative information. This role is for a highly passionate and results-driven individual who thrives on data and excels in live presentation settings. You will be responsible for driving adoption and success across a customer base of thousands of emerging brands by deploying various training formats. You must be an expert communicator and project manager, capable of writing and speaking in a way to inspire and drive action, and you will need to be exceptionally clear and direct to drive teams of cross-functional groups to meeting challenging goals. We are interested in individuals who enjoy finding creative solutions to unique problems, who thrive in challenging situations, and want to apply these skills to solve problems for customers using our software at scale.

Responsibilities

• Facilitate customer success and growth by driving key training-related KPIs (e.g., product adoption, feature usage, customer retention) throughout the customer lifecycle.
• Support a rapidly growing customer base while balancing an ‘at-scale’ mentality with a customer-centric approach.
• Develop and launch new 1-to-many training strategies that increase overall training attendance and content consumption.
• Deliver engaging trainings to a variety of audience sizes from 1-on-1 to sessions over 1k attendees.
• Deliver actionable insights to stakeholders that directly inform curriculum changes or product feature roadmaps.
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

Requirements

• Customer success champion with a track record for building and nurturing relationships through live trainings and webinars.
• Exceptional project management skills with a proven track record of managing projects to successful, on-time completion.
• Stellar written and verbal communication skills across all channels (in-person, phone, video, and email).
• Proven comfort and experience presenting live, on camera, and creating digestible and engaging live sessions and videos; you are an exceptional storyteller.
• Thrive on data and use Excel, Tableau, or similar software, to turn data into actionable insights.
• Passionate about marketing, especially engaging DTC brands, and ideally have a strong background in marketing.
• Effectively balance smart strategy with relevant content that helps businesses grow while hitting challenging goals.
• Thrive in a fast-paced, adaptable environment with multiple priorities.
• Enjoy working on collaborative cross-functional teams.
• Ideally have experience using ecommerce platforms and advising customers on marketing strategy.
• Have already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast.
• Hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.

Nice-to-haves

• Experience using ecommerce platforms and advising customers on marketing strategy.
• Experience experimenting with AI in work or personal projects.

Benefits

• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
• Participation in the company’s annual cash bonus plan.
• Variable compensation (OTE) for sales and customer success roles.
• Equity.
• Sign-on payments.

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