Senior Implementation Consultant in London

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.

Sr. Implementation Consultants at Klaviyo are a critical part of our Customers' success, providing the highest quality implementation experience by delivering exceptional guidance, executing effectively on key launch tasks, demonstrating deep product expertise, and consistently exceeding customer expectations. A Sr. Implementation Consultant is a highly motivated professional with a proven record of proactively managing enterprise-level projects, implementing products for large and complex customer accounts, delivering on schedule, and yielding high customer satisfaction.

As a Sr. Implementation Consultant, you'll not only lead the implementation phase for enterprise customers, but also engage early in the presales process, shaping delivery strategy, crafting and presenting Statements of Work (SOWs), and ensuring that every engagement is scoped for success and aligned with customer outcomes. As an implementation project owner, you will be the first point of contact with new Klaviyo customers, working with them to understand their key marketing goals and the complexity of their enterprise-level tech stacks, building and owning the appropriate project plan, and leading both the customer and internal project teams to execute the plan. You will work closely with the full Klaviyo Account Team to drive customers forward, ensuring customers see value quickly, key stakeholders are informed, challenges are identified early, mitigation strategies are built and executed, and customers leave the implementation stage set up to achieve long-term success.

How you will make a difference:

• Partner with Enterprise Sales early in the opportunity cycle to assess customer needs, shape services solutions, and ensure alignment between customer goals and Klaviyo delivery capabilities.
• Define, craft, and present Statements of Work (SOWs) that clearly articulate scope, deliverables, timelines, dependencies, and success metrics for enterprise engagements.
• Lead consultative conversations with prospects and customers to clarify business objectives, identify risks, and translate desired outcomes into actionable delivery plans.
• Effectively implement new customers, leading them through migration, executing on customer use cases and key milestones, and fast-tracking value for enterprise-level accounts.
• Lead the implementation phase for new customers, including managing enterprise project scope, budget, plan, resources, and timeline.
• Build strong stakeholder relationships and communicate effectively with internal and external stakeholders to drive the project forward through visibility and accountability to reach customer goals.
• Lead and collaborate with senior leadership and multiple departments across complex, cross‐functional teams to ensure successful project delivery in enterprise environments.
• Proven ability to engage with and influence C‐level stakeholders, ensuring alignment and driving forward complex projects with multiple dependencies.
• Proven expertise in navigating and managing complex, cross‐functional projects across global teams with an emphasis on large enterprise environments.
• Apply expertise in risk management to identify, assess, and mitigate project risks, ensuring smooth delivery of enterprise projects.
• Adapt processes to provide a tailored experience for complex environments and meet customer needs while achieving key milestones.
• Understand each customer's existing tech stack and make best practice recommendations for their integration with Klaviyo.
• Apply a core understanding of API and Webhook functionality to help customers achieve key customer use cases utilizing the Klaviyo platform.
• Monitor implementation health across your book of business to ensure we are fast‐tracking value and setting customers up for long‐term success.
• Work closely and proactively with the full Account Team including Solutions Architects, Sales, Customer Success Managers, Deliverability Strategists, and Support in order to drive the implementation, advocate for customers, and achieve customer goals.
• Regularly update tools and systems without management reminders (project status, risks, timesheets, etc.).

Who you are:

• 4+ years SaaS implementation experience.
• Experienced in defining and presenting Statements of Work and delivery proposals for complex enterprise implementations.
• Adept at balancing technical depth with commercial clarity, ensuring that proposed engagements drive measurable customer value and delivery feasibility.
• Skilled in consultative selling and capable of articulating how Services accelerate time to value and business impact.
• Proven expertise in managing large, enterprise‐level projects with multiple stakeholders across diverse teams and departments.
• A professional with proven expertise in establishing trusted customer relationships across multiple stakeholders on global teams, building partnerships with internal and external teams to drive creative solutions.
• Well‐informed and continuously learning about the evolving martech landscape, surrounding technologies, with an ability to appropriately position Klaviyo value propositions to complex customers.
• Experienced with implementing Martech solutions leveraging best practices across Email, SMS with a keen understanding of how to leverage a CDP for advanced use cases.
• Experience customizing implementation processes and strategies to meet the specific needs and scale of enterprise‐level environments.
• An excellent communicator through a variety of channels, demonstrating strong written and verbal skills, and the ability to work effectively represent marketing needs across a variety of audiences (project managers, marketing leads, developers, etc.).
• A strong project manager with a track record of independently leading through complexity and driving outcomes on time.
• Experienced in managing large‐scale, integrated tech stacks in enterprise environments and working with a variety of enterprise systems (Financial Force/ Certinia, SFDC).
• A strong collaborator with a positive attitude, curiosity, and eagerness to learn, who thrives in a quickly changing environment.
• PMP certification strongly recommended to demonstrate expertise in formal project management processes and methodologies.

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.