Program Manager, Voice of the Customer

Klaviyo

  • Full Time

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.

Klaviyo’s VoC team seeks to deeply understand our customers & their needs across their journey with Klaviyo. We collect & democratize customer insights, partnering cross-functionally to rally around the most valuable customer opportunities. Our work empowers our stakeholders to make decisions grounded in customer needs, continuously improving our customer experience.

The Voice of the Customer Program Manager will own the Customer Experience measurement program across Klaviyo’s various customer segments. This includes the management of our NPS & CSAT programs, the establishment of new listening posts across the customer journey, and the ongoing monitoring & analysis of results. 

You will partner cross-functionally with teams across Klaviyo (Product, Customer Success, Sales, etc) to share insights & drive improvements to the customer experience, as well as our Ops team to create self-serve tools for our partners to tap into the customer voice.  

This person will report to the Director, Voice of the Customer.    

How You'll Make a Difference

  • Own the customer experience measurement program across Klaviyo.
  • Align with CS, Product, Sales and other stakeholders to highlight current customer challenges, identify options to address, and propose recommended solutions.
  • Measure the business impact of CX improvements by linking results to key business KPIs (retention, net upgrades) and seek to continuously optimize the experience.
  • Own change management processes for roll out of new processes (designs, tests, iterates and ensures effective roll-outs).   
  • Partner with BI & Operations to ensure all relevant data points are accessible to partner teams, making it easy to access & leverage customer insights in their process.  
  • Contribute to quarterly customer updates, sharing a consolidated view of insights & tying to other research across Klaviyo teams.
  • Interact directly with customers through follow-up surveys or interviews to to deeply understand their experience and inform decisions.
  • Participate in additional strategic initiatives related to Voice of the Customer.

Who You Are

  • 5+ years of experience within voice of the customer, customer experience, or analytics functions, preferably within a high-growth environment.    
  • Data-driven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
  • Experience with Qualtrics.
  • Experience with Klaviyo, Salesforce, and/or Gainsight is a plus.
  • Excellent project management skills to plan, execute and report on multiple programs running in parallel.
  • Comfortable conducting analysis on performance to identify wins and opportunities.  
  • Exceptional written and oral communication skills.
  • Self-motivated, results-oriented, and a team player.
  • A great communicator and negotiator able to develop shared perspectives.
  • Able to drive results through indirect and direct influence.
  • Passionate about customer’s experience in eCommerce.

Get to Know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

If you are a Colorado or New York City resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request. Requests can be submitted here. Additional information regarding benefits can be found here.

Klaviyo is committed to diversity and to a policy of equal employment opportunity and non-discrimination. We do not discriminate on the basis of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected by applicable law.