Principal Customer Education Specialist

Klaviyo

Klaviyo

Customer Service
Boston, MA, USA
Posted on Tuesday, April 23, 2024

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.

Principal Customer Education Specialists are responsible for planning and executing content operations and strategy to help Klaviyo customers grow their businesses.

You’ll manage the content strategy of Klaviyo Academy site, analyze customer data, ensure that the team is on track in meeting their content goals and deadlines, and create strategic content across a variety of different formats. You’ll collaborate closely with fellow members of Customer Education, Marketing, Sales, and Customer Success more broadly to create engaging, educational content that aligns with learning outcomes and solves customer needs. Additionally, you’ll collaborate with the Customer Experience Management team to align customer education content with the overall customer experience model.

Curriculum Development’s mission is to empower customers through educational content that meets them when and where they need it to grow their business online, so you’ll be playing a critical role in helping both Klaviyo and its customers achieve business goals.

You’ll be part of the Curriculum Development team and report to Klaviyo’s Manager of Curriculum Development.

Here are some specific things you’ll do as a Principal Customer Education Specialist:

  • Develop and implement a comprehensive content plan. You’ll set the vision and plan for content production on the Curriculum Development team. This will involve working with your manager to synthesize company rocks into a content plan, setting deadlines, delegating projects to your peers, and holding the team accountable. You’ll also analyze customer data to identify opportunities to remediate learning gaps with Academy content.
  • Manage content catalog and calendar. You’ll own the Curriculum Development 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 Academy content. You will also keep a pulse on team bandwidth, manage timelines and keep things on track.
  • Analyze performance. You’ll review the performance of our content—what’s resonating, what’s under-performing, what’s driving traffic, what’s reducing support tickets, what has a high CSAT rating—and you’ll use data to help make decisions about what content we create and how we prioritize our projects.

Getting Started / Key Outcomes

In your first 30 days, you’ll have:

  • Come up to speed on our audience, market, product, and company
  • Aligned with other Principals on Customer Education to understand key priorities
  • Spoken to at least 10 current customers
  • Researched course analytics and customer data to identify gaps and areas for improvement
  • Taken stock of our existing content landscape and begun formulating a strategy for future content
  • Researched the customer maturity model and explored the role of customer education within it

Within 90 days, you’ll have:

  • Analyzed content performance using tools like Heap, Tableau, and Typeform and provided recommendations for improvement and optimization
  • Identified opportunities in our content strategy that solve real customer problems
  • Begun executing on our content strategy and updated our content calendar

In the first year, you’ll have:

  • Collaborated cross-functionally to improve discoverability and promotion of Academy content
  • Optimized our systems for managing our content catalog, tracking team productivity, and forecasting bandwidth
  • Collaborated with members of other Customer Education teams to reach more customers and optimize our education model
  • Met or exceeded all team core metrics

About You

You’re an exceptional collaborator, project manager, strategist, and communicator. You have a customer-first mindset and deeply enjoy helping customers achieve their business goals. You have experience in using customer data to inform content strategy and develop content that solves real problems. You have a proven track record of creating engaging educational content in a variety of formats.

You’re an agile and strategic thinker with a talent for analyzing data, identifying customer needs and creating solutions that solve real problems. You’re energized by being part of a fast-paced, entrepreneurial business. You have at least five years of experience in digital marketing or ecommerce, with a strong understanding of the ecommerce industry, and the goals of entrepreneurs and SMBs within it.

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:
$104,000$156,000 USD

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.

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