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.
Our SMS Activations team plays a critical role in the customer journey, guiding them through the process of activating a sending number so that they can launch on Klaviyo. The SMS Activations team partners closely with sales, onboarding, product, and our vendor partners to reduce friction in the SMS customer experience to drive adoption and enable growth. This team is customer first, process oriented, and obsessed with efficiency.
We are looking for an SMS Activations Specialist who is excited about providing the best support to customers and ensuring a positive introduction to Klaviyo.
How You’ll Make a Difference:
- Drive the short code application process for customers to ensure a timely go-live.
- Be a subject matter expert on local market requirements for SMS number types and guide our customers and internal stakeholders through the setup process
- Adapt and improve workflows to provide a customer first, best-in-class experience
- Manage SMS partners to achieve timely resolutions for customers
- Take an active role in thought leadership through building our internal wiki knowledge base
- Partner with cross-functional teams to improve efficiency, process, and performance to accelerate achievement of Klaviyo’s business goals
Who You Are:
- You are a strategic thinker who excels in execution, establishing priorities and meeting swift deadlines in a rapidly changing environment.
- You are proactive and self-motivated to identify and solve problems; you’re comfortable with a high degree of responsibility and autonomy.
- You’re capable of learning quickly and mastering complicated systems and manual processes.
- You’re empathetic and customer-first.
- Your attention to detail and accuracy is evident in all that you do.
- You’re process-oriented and enjoy the clarity of well documented processes and best practices that bring structure to chaos.
- You’re comfortable working independently and with multiple internal teams, as well as building/maintaining relationships with cross functional and geographically dispersed teams.
- You are energized by supporting teammates in achieving mutual goals; you have a passion for driving measurable impact in a dynamic environment.
- You want to help our Sales, Support and Success teams build the path to scale.
- You strive to communicate brilliantly whether it’s in a meeting, an email, a slide deck, or a spreadsheet.
- 2-3 years or equivalent experience in a customer facing role in a company with a technical product, preferably in the CPaaS space
- Comfort and familiarity with managing projects from start to finish, and driving deliverables from other stakeholders
- Excellent communication skills, able to work with, influence and align with multiple stakeholders
- A desire to be hands-on in your daily work and drive accuracy through personal performance
- Knowledge of SMS and MMS related processes and regulations, including Alphanumeric Sender IDs, short code activations, toll free number verification, number porting, and industry and carrier guidelines
- Excel expertise (e.g. vlookup, sumifs, table formulas)
The pay range for this role is listed below. Some sales and success 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.
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.