Why Klaviyo’s Abby Gettys Switched From Subscription Marketing to Software Onboarding

klaviyo-abby-gettys

When you join a new company, things are exciting. Everything’s new and different, and it’s fun to navigate a place that’s completely new. When I joined the Klaviyo team a few months ago, one thing really stood out to me. We have so many people here who were once in the shoes of our customers—people who’ve run their own businesses or who’ve worked for some of the world’s most well-known brands. 

I recently spoke with Abby Gettys, an onboarding specialist, who told me about her background as a subscription marketer and an ecommerce business owner. She shared how this personal experience has helped her in her role as an onboarding specialist, which is all about helping customers get started on the right track so they can grow their businesses as quickly as possible. 

Read on to learn more about Abby’s career change.

 

Katie Tierney [KT]: I heard you’ve had a really interesting career path. Tell me about what you were doing before you came to Klaviyo.

Abby Gettys [AG]: Yes, I have. So right before I came to Klaviyo, I was leading email marketing at a subscription box company. Before that, I was running my own interior design firm while also dipping my toes in the water with my own ecommerce product-based company.

[KT]: Why did you choose to come to Klaviyo?

[AG]: When I worked for the subscription box company, I actually used Klaviyo. I was the person on our team who found it and implemented it for the business. I really fell in love with the product and thought it was so cool. It was so fun and easy to create flows, I could play around in it for hours!

Then, I went to a couple of Klaviyo’s events—a workshop in Chicago and the main event in Boston, Klaviyo:BOS. I met the people who work for the company and that’s what really sealed the deal. I said, “I want to work for this company.”

My husband and I had lived in Peoria, IL our whole lives and we wanted to make a move to a major metro area. We’d narrowed our options down to a couple of cities and Boston was on our list. Then the offer at Klaviyo came through in February, so that sealed the deal for us and I started working at Klaviyo in March 2019.

 

"When I worked for the subscription box company, I actually used Klaviyo... I really fell in love with the product and thought it was so cool. It was so fun and easy to create flows, I could play around in it for hours! "

Abby Gettys, onboarding specialist

 

[KT]: That’s incredible. How does your experience help you in your current role?

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Abby Gettys, onboarding specialist, Klaviyo

[AG]: It helps me in a couple of different ways. As an onboarding specialist, I’m often working with business owners so I can really relate to them because I’ve been one myself. They have to be everything from the CEO to the janitor to the accountant, so they have such little time and bandwidth. Knowing these things based on my own experience really helps me highlight all of the powerful features within Klaviyo that’ll help them focus their time on things that’ll really help them grow their business.

I’ve also worked with a lot of startups, including the subscription box company. Having worked in that environment myself as a marketer helps me really hone in on what will help an individual or a team achieve ROI really fast. I can help focus their efforts because I’ve personally been in their position.

 

"I’ve also worked with a lot of startups, including the subscription box company. Having worked in that environment myself as a marketer helps me really hone in on what will help an individual or a team achieve ROI really fast."

Abby Gettys, onboarding specialist

 

[KT]: What kind of experience did you need to become an onboarding specialist?

[AG]: One would think you might need technical experience, but Klaviyo’s a modern company. The tech is modern and I think probably almost anyone can learn the tech. What’s helped me the most is my customer-facing experience. Being able to project manage and work with not only one person but maybe a team that’s on the other end of the line is important. Teaching new software to people who wear many different hats is a big part of what I do, as well. Having patience and being able to be direct yet personable when I’m talking to a customer has helped me the most.

[KT]: Tell me a bit about what you do as an onboarding specialist. 

[AG]: At the core of it, I’m essentially helping companies grow. I get to be this auxiliary team member for them, which is really exciting. We work with a ton of cool companies and I get to help them strategize about their business as they implement Klaviyo.

On any given day, I’m getting on the phone with customers and I help them anywhere from day one to day 30 of their time with Klaviyo. If we’re on day one, I walk them through the product, show them all the features, make sure they understand the power of Klaviyo, and help them get started on the right foot. If they’re on day 30, maybe we’re strategizing around their business and marketing goals.

Often, a new customer will come to me and they have so much data but they’re using a very small percentage of it. I help them get as much of that data as possible into Klaviyo so they can talk to their customers like they really know them… because they do. They have all of this data, so they don’t need to be sending one mass email out and hoping it hits the heartstrings of everyone on their list. I help customers send more intentional marketing emails, which in turn helps them grow.

 

"I get to be this auxiliary team member for [customers], which is really exciting. We work with a ton of cool companies and I get to help them strategize about their business as they implement Klaviyo."

Abby Gettys, onboarding specialist

 

[KT]: What’s been a particularly interesting thing you’ve worked on that’s either contributed to the growth of Klaviyo or one of our customers?

[AG]: I was in the first round of team members hired for the onboarding team. Since our team is so new, we’re constantly adapting our processes and figuring out what works best for our customers. Last week, our processes might look entirely different than they do this week. We’re always finding a better way to do something. It’s challenging to maintain a high level of service for our customers as we’re learning and trying to figure out how we can do things in the best possible way for them, but we’ve managed to do it and it really shows through our customers’ success.

[KT]: What are some aspects about working at Klaviyo that appeal most to you?

[AG]: The people. I think Klaviyo as a company has a heart and I think that’s pretty rare. As I was thinking about a career change and considering where I’d work next, good people at that next company were the most important thing to me. When I went to those Klaviyo events, the quality of the team stuck out to me right away and I think it’s a really important thing. We celebrate all of our victories, big and small, which is always fun, and we have amazing benefits and opportunities for growth. People hang out even when they’re not working. I’ve never worked at a company where I’ve spent eight hours a day with somebody and then wanted to continue hanging out with them in the evening. I think that says a lot.

 

"We celebrate all of our victories, big and small, which is always fun, and we have amazing benefits and opportunities for growth."

Abby Gettys, onboarding specialist

 

[KT]: What’s your favorite employee perk?

[AG]: The stocked kitchen and catered lunches are great. If you give somebody free food, it’s always good, right? Our swag game is really on point, too. We’ve got a free swag shop in the lobby, which is awesome.

[KT]: What do you like about working in Boston?

[AG]: There’s so much to do in this area. I like to eat my lunch in the little park outside across the street. I think it’s great that we have some outdoor space. There are always food trucks nearby, so it’s not hard to find a good bite of food. But I’m also really new to the area, so I’m letting my teammates lead me to these new discoveries, which has been really fun. We’ll often grab lunch together or get a drink after work. I’m finding new spots every week.

[KT]: What’s your most memorable moment as a Klaviyo?

[AG]: It’s the first day that I started working here. I still think it’s surreal… I just can’t believe I moved across states and now work at a company that I used to use as a customer. I love it, but I still sometimes think, “I can’t believe I work here!”

 

"I just can't believe I moved across states and now work at a company that I used to use as a customer. I love it, but I still sometimes think, 'I can't believe I work here!'"

Abby Gettys, onboarding specialist

 

[KT]: How would you like to continue growing in your career at Klaviyo?

[AG]: I would love to work with more of our customers face to face, and have the opportunity to travel and meet some of the people that I’m talking with every day on the phone.

[KT]: Do you have any tips for someone who’s considering a career as an onboarding specialist?

[AG]: Allow yourself to become a part of your customer’s team. If you become a part of their team, it will only help you generate more success for them. Stay up to date not only on Klaviyo, but also on marketing trends. When you work with customers, you become the expert not only in Klaviyo, but in email marketing, as well.

 

Are you considering a career in tech? Klaviyo is hiring and we’d love to meet you! Learn more about our open roles.

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