Sr. Customer Education Specialist

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.

Senior Customer Education Specialists are responsible for planning, executing, and evaluating day-to-day content operations and will create high-quality, relevant, and engaging content to help Klaviyo customers grow their businesses. You’ll create strategic content across a variety of different formats, but primarily written and video. You’ll collaborate closely with fellow members of the Curriculum Development team, marketing, customer success, and other Customer Education teams to create engaging and effective educational content. 

Academy’s mission is to enable our customers to grow through self-serve content, so you’ll be playing a critical role in helping both Klaviyo and its customers achieve business goals. 

A successful candidate has a strong background in marketing strategy, and is an exceptional storyteller and writer. You are also comfortable on camera and know how to create digestible and engaging videos. You’ll have a thorough understanding of the eCommerce marketing landscape, and how to keep the quality of content consistent with Klaviyo’s brand. 

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

How You'll Make a Difference:

• Collaborate with stakeholders. You’ll work closely with key stakeholders from internal and external teams to identify educational needs and create solutions.
• Scope and plan projects. You will lead projects, manage timelines and deliverables, work with subject matter experts, and evaluate success.
• Publish and promote content. You’ll own all of the day-to-day activities that have to happen to effectively publish a piece of content. You’ll work collaboratively to ensure you have final copy, supporting creative assets, SEO optimization, etc., ahead of all target publish dates, and you’ll make sure the team understands deadlines and keeps things on track. 
• Create engaging content. You’ll create engaging courses, certificates, and just-in-time resources that help our customers more effectively grow their businesses through owned marketing channels. You will evaluate data to determine engagement and success metrics and identify opportunities for improvement.
• Make data driven decisions. You will leverage qualitative and quantitative data to determine learning gaps and use that information to iterate and improve. You will work collaboratively with internal and external teams to understand how to measure the performance of our content—what’s resonating, what’s driving traffic, what’s reducing support tickets, what has a high CSAT rating—and you’ll use data to help make recommendations about what content we should create.
• Pitch content ideas. You’ll understand Klaviyo’s customers, their challenges and opportunities, and you’ll regularly contribute ideas for high-quality content.

Getting Started / Key Outcomes

In your first 30 days, you’ll have:

• Come up to speed on our audience, market, product, and company
• An understanding of Klaviyo’s ecosystem and integrations
• Spoken to members of key internal teams 
• An understanding of our curriculum development process
• An understanding of our tools and systems
• Started to create or update 1 course or learning resource

Within 90 days, you’ll have:

• Mastered Klaviyo’s style guide and our Customer Ed style guide
• Established a calendar and system for managing your projects
• A system to track and report out on how customers are engaging with and adopting your owned content.
• Created and published at least 1 course or learning resource into our LMS

In the first year, you’ll have:

• Identified content opportunities for the Academy catalog
• Achieved an average CSAT of 95%+on the content you published
• Helped create new processes to streamline you and your teammates’ content production workflow
• Helped to build a system for promoting and sharing new courses and certifications 
• Become the owner of one cross-functional initiative within Customer Ed that impacts customers