Customer Education Program Manager

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.

The Customer Education Program Manager will serve as a strategic lead overseeing the continuous improvement of our learning platforms and reporting processes.This individual will help set the strategy for how we use the various pieces of our learning stack, ensuring that these platforms are utilized to their fullest potential.

The person in this role will collaborate with internal teams to develop strategies for monitoring platform performance, improving reporting systems, and ensuring that technical processes align with the company’s learning and customer success goals. They will  be a key partner to our go-to-market systems admins and work with them  to build an ideal future state for our systems and processes.

The CE Program Manager will also be responsible for creating scalable processes for maintaining our learning platforms, including implementing and documenting procedures for tagging, platform updates, data input, and more.

The person in this role should be a strong communicator with experience in program management and building scalable strategies. They will be tasked with learning new systems quickly and working with internal technical teams to implement integrations and processes.

How You Will Make a Difference:

• Business product owner & strategy: Serve as the business owner and subject matter expert learning platforms like Skilljar, Typeform, Wistia, Accredible and BigMarker.  
• Analytical and data-driven process improvements: Leverage your expertise as a platform SME to clearly communicate our reporting needs to the relevant teams. Use insights from internal dashboards to recommend improvements for our content and team processes.
• Lead strategic cross-team projects: Work as a strategic partner with internal teams to understand and document how we use our various systems and source ideas for process improvements to share with our Operations, Design, and Engineering teams to ensure a strong customer experience.
• Project Management: Oversee projects related to platform updates, process governance, feature enhancements, and system-wide improvements, ensuring alignment with organizational goals.
• Troubleshooting & Support: Monitor and resolve ongoing technical issues within our systems by collaborating closely with platform CSMs and internal technical teams to implement effective solutions.
• Stakeholder Communication: Present performance reports and insights to stakeholders, recommending strategic improvements based on data-driven analysis.
• Process Governance: Oversee the creation of new systems and processes and document proper procedure in detailed wikis and resources for the team.

Who You Are:

Experience:

• 5+ years of experience in learning systems or program management, ideally within a SaaS or tech-driven environment.
• Strong understanding of LMS administration and data integration, with a preference for Skilljar experience.
• 3+ years of experience managing educational or customer success programs.

Technical Expertise:

• A solid understanding of how integrations work, and how data moves from learning platforms into  systems like Salesforce, Snowflake, etc.
• Experience using data reporting tools, like Google Analytics
• Familiarity with Learning management systems or platforms used to support learning focused activities
• Solid understanding of how to use Google Sheets for reporting, data analysis, and collaboration, including how to create pivot tables and use formulas 

Skills:

• Strong project management and problem-solving skills, with the ability to troubleshoot technical issues.
• Excellent communication and collaboration skills, able to explain complex technical concepts to non-technical stakeholders.
• Proficiency in using data analytics tools to derive actionable insights.
• Strong strategic thinker who is comfortable building scalable processes that include multiple teams, stakeholders, and partners.