Sr. Customer Education Specialist

Senior Customer Education Specialists are responsible for planning, executing, and evaluating day-to-day content operations and will create high-quality, relevant, and engaging educational resources to help Klaviyo customers grow their businesses. 

In this role, you’ll create educational content across a variety formats and audiences, with a focus on Klaviyo Live Trainings and on-demand written and video resources.  You’ll enable the delivery of live trainings you create and analyze customer data and internal feedback to improve future iterations of education resources. You’ll collaborate closely with fellow members of customer education, marketing, sales, and customer success to create engaging, educational resources that solve customer needs and meet our instructional design standards and create engaging digital experience. 

You’ll be part of the Curriculum Development team and report to the Senior Manager of Customer Education, Curriculum Development. 

How You'll Make a Difference:

• Create educational content for multiple modalities. You will be responsible for creating on-demand content published via our LMS and to our YouTube channel.  You’ll also be responsible for designing live training content for the Training team. You will collaborate cross-functionally with subject matter experts, customer education specialists, customer success teams, and other key stakeholders.  To create effective education, you will need a strong understanding of adult learning principles, instructional design best practices, and how to create content for different modalities.

• Manage content catalog and calendar. You’ll own the Training 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 Training content and work within a sprint model to execute on-demand resources. You will manage timelines and keep things on track. You’ll also conduct quarterly research to identify learning gaps and proactively suggest catalog changes to support customer needs.

• Analyze performance. You’ll review the performance of our content—what’s resonating, what’s under-performing, what’s driving traffic, what’s reducing churn, what has a high CSAT rating—and you’ll use data to help make decisions about what content we create. 

Getting Started / Key Outcomes

In your first 30 days, you’ll:

• Come up to speed on Klaviyo as a business, different departments, and the industry
• Go in-depth through our product, support tickets, and customer success manager calls to understand Klaviyo and its customers
• Complete onboarding, including getting up to speed on our team processes, procedures, and instructional excellence guidelines

Within 60 days, you’ll:

• Create a training alongside a customer education specialist
• Established a system for managing your projects
• Create multiple trainings on your own
• Become familiar with data analysis tools like Google Sheets, Tableau, BigMarker, and Google Analytics to evaluate content performance

In the 90 days, you’ll:

• Collaborate cross-functionally to identify learning gaps and content opportunities
• Mastered Klaviyo’s style guide and our Customer Ed style guide
• Established a system to monitor the performance of your owned content and identify improvements
• Created and published at least 1 course or learning resource into our LMS

Who You Are:

• You’re a strong writer, storyteller, and communicator
• You understand what it means to create engaging video content that captivates an audience.
• You have a customer-first mindset and deeply enjoy helping customers achieve their business goals by creating content that meets their learning needs
• You have a track record for building and nurturing relationships through live trainings and webinars
• You effectively balance smart strategy with relevant content that helps businesses grow while hitting challenging goals
• You have a proven track record of creating engaging educational content in a variety of formats, such as video, written guides, etc
• You have experience creating content that aligns with instructional design best practices
• You have excellent organizational and project management skills
• You have stellar communication skills via phone, video conference, and email
• You ideally have experience using ecommerce platforms and advising customers on marketing strategy
• You enjoy working on collaborative cross-functional teams
• You thrive in a fast-paced, adaptable environment with multiple priorities
• You have at least two years of experience in digital marketing or eCommerce