Customer Education Program Manager (Systems)

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 Ed Program Manager will serve as the strategic leader overseeing the continuous improvement of our learning platforms and reporting processes.This individual will act as the system's strategy owner and ensure that these platforms are utilized to their fullest potential in delivering educational content and improving learner experiences.

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 also assist the team in 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 project 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:

• System Ownership & Management: Serve as the owner and subject matter expert for learning platforms like Skilljar, Typeform, and BigMarker.
• Reporting & Data Insights: Design and implement reporting frameworks to track platform performance and user engagement, providing insights to optimize content and system functionality.
• Lead strategic cross-team projects: Work closely with internal teams, including Customer Education, Operations, Design, and Engineering, to ensure seamless integration and optimization of learning systems and ensure  a quality learning experience.
• Systems Integration: Lead integration planning and implementation between Skilljar, Salesforce, and other critical systems using APIs and middleware, ensuring data flow and synchronization between platforms.
• Project Management: Oversee projects related to platform updates, feature enhancements, and system-wide improvements, ensuring alignment with organizational goals.
• Troubleshooting & Support: Monitor and address any technical issues within learning systems, collaborating with technical teams to resolve problems promptly.
• Compliance & Best Practices: Ensure learning systems are compliant with internal and external guidelines, maintaining security and scalability best practices.
• Stakeholder Communication: Present system 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:

• Experience with API integrations and data reporting tools.
• Familiarity with systems like Salesforce and the ability to work with tools for data migrations.
• Knowledge of best practices in data security, system scalability, and maintainability.
• Solid understanding of how to use Google Sheets for reporting, data analysis, and collaboration. 

Skills:

• Strong project management and problem-solving skills, with the ability to troubleshoot technical issues.

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 lear