SMS Operations & Compliance Consultant – Klaviyo

Deliverability & Complianceare core pillars to our customers’s success in delivering the right messages to the right people at the right time. The SMS Operations & Compliance Consultants.. Theyprovide technical deliverability support to our customers by root causing SMS filtering issues and providing solutions. They monitor for and address compliance issues to protect the integrity of our reputation.SMS Operations & Compliance Consultantsensure that Klaviyo and our customers are always up to date with the most recent Mobile industry laws and regulations.

We are looking for a SMS Operations & Compliance Consultant who is passionate about providing the best support to customers who are getting started with Klaviyo SMS through efficient application management and demystifying SMS delivery.

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 US and Canada market requirements for SMS number types and guide our customers and internal stakeholders through the setup process
• Establish and maintain documentation such as delivery best practices, compliance and playbooks to support repeatability as we expand and onboard new markets and new SMS partners
• Identify and rectify data, process, and technology issues through monitoring of our operations
• Adapt and improve workflows as we scale our SMS business
• Provide SMS/MMS delivery and compliance support to our customers and our internal teams
• Manage SMS partners to achieve timely resolutions for customers
• Assist customers with blockers, complaints, and issues with carriers
• Take an active role in thought leadership through writing blogs, articles, and participating in webinars
• Partner with cross-functional teams to improve efficiency, process, and performance to accelerate achievement of Klaviyo’s business goals

Who You Are:

• 2-3 years or equivalent experience in an operations role at a tech company with a technical product
• 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
• Excel expertise (e.g. vlookup, sumifs, table formulas)
• Experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization)
• Extensive knowledge of SMS and MMS related technologies and regulations, including alphanumeric code provisioning, number porting, aggregator rules, application provider processes, differences in carrier regulations, and the overall security threat landscape
• 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 financial model.

Bonus Skills/Experience:

• Experience with SMS/MMS sending for a third party like Twillio and ZipWhip
• Project management experience
• Basic understanding of email-related technologies, including SMTP, DNS, FBLs, authentication, bounce types, email abuse, spam and security threat landscape
• Has an understanding of email deliverability concepts and best practices
• Technical Writing/Blogging and Training Experience
• Familiarity with Python, SQL, Command Line, GitHub, CRM applications (such as Salesforce.com)