Full-Time

Senior Systems Manager

Zendesk + Gainsight

Updated on 4/19/2024

Klaviyo

1,001-5,000 employees

Unified marketing automation for personalized communication

Consumer Software

Senior

Cambridge, MA, USA

Required Skills

Zendesk

Salesforce

Requirements

Minimum of 10 years of systems experience primarily in Salesforce, Zendesk, Gainsight or other related SaaS Systems.
Vast experience implementing and managing various Customer Support and Success technologies
Understanding of CS&S metrics

Responsibilities

Implement, manage, and configure multiple CS&S applications, as well as their integrations
Manage configuration and solution design in Salesforce, Gainsight, Zendesk, such as flows, approval rules, and validation rules that align with Support and Success processes
Partner with subject matter experts to gather requirements and configure enhancement requests for CS&S systems
Play an integral role within our team to maintain our overall CS&S application ecosystem including proactively defining systems roadmaps
Partner with the Business Process optimization team to align on priorities, align and inform executive stakeholders
Partner with external vendors for system selection
Partner with external system integration vendors for project implementations
Partner with the Architecture team to align the projects in guidance of architecture best practices for GTM Systems
Mentor, guide, performance manage 4-8 system team members including 2-3 team leads/managers

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 is looking for a Manager to join our growing Customer Support and Success Systems team. In this lead role, you will report to the Senior Director, GTM Systems and partner closely with Customer Success and Support leadership, Operations leadership and other stakeholders. This role will lead a team of system admins, developers and configurators to implement changes and lead systems projects. This role will collaborate with all relevant stakeholders, from Legal, Finance and Procurement to CS&S Operations.

How You’ll Make a Difference

Systems Manager can mean different things to different people. At Klaviyo it means you’ll:

Implement, manage, and configure multiple CS&S applications, as well as their integrations
Manage configuration and solution design in Salesforce, Gainsight, Zendesk, such as flows, approval rules, and validation rules that align with Support and Success processes
Partner with subject matter experts to gather requirements and configure enhancement requests for CS&S systems
Play an integral role within our team to maintain our overall CS&S application ecosystem including proactively defining systems roadmaps.
Partner with the Business Process optimization team to align on priorities, align and inform executive stakeholders.
Partner with external vendors for system selection.
Partner with external system integration vendors for project implementations.
Partner with the Architecture team to align the projects in guidance of architecture best practices for GTM Systems.
Mentor, guide, performance manage 4-8 system team members including 2-3 team leads/managers.

Who You Are

Minimum of 10 years of systems experience primarily in Salesforce, Zendesk, Gainsight or other related SaaS Systems.
Vast experience implementing and managing various Customer Support and Success technologies
Are constantly thinking of ways to make the tech stack more efficient and streamlined
Are results oriented, have strong attention to detail, and are able to prioritize multiple objectives and projects
Experience in navigating custom Salesforce integrations and/or managed package installations
Understanding of CS&S metrics
Ability to lead system projects end to end, in partnership with overall program managers.
Ability to lead teams for critical system support.
Position can be Boston, MA or remote, but must be willing to work East Coast hours

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 learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:

$156,000—$234,000 USD

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.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

You can find our Job Applicant Privacy Notice here.

Klaviyo

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Website

View Company Profile

Klaviyo provides a unified marketing automation platform for personalized email, SMS, and push notifications, leveraging advanced segmentation, behavior-based automation, AI-driven optimization, and targeted list growth tools, supported by over 300 tech integrations.

Company Stage

IPO

Total Funding

$1.5B

Headquarters

Boston, Massachusetts

Founded

2012

Growth & Insights

Headcount

6 month growth

↑ 14%

1 year growth

↑ 34%

2 year growth

↑ 56%