Strong organizational abilities and experience in process improvement
Excellent written and verbal communication skills
Ability to manage multiple projects effectively
Responsibilities
Drive customer experience impact via support activities and documentation
Serve as the first point of contact for user issues and resolutions
Become an expert on the enterprise product to enhance adoption
Collaborate with Product and Engineering to improve customer support
Develop best practice resources for customer success
Act as a trusted advisor to support customer health
Collaborate with executives to optimize company processes
Benefits
100% coverage for medical, dental, and vision insurance
Flexible PTO, Parental Leave, and Sick Leave
Competitive compensation with equity options
401k plan
Team-driven events and celebrations
Full Job Description
Customer Engagement Specialist
New York City
About You
You love to tackle problems and build solutions. When intrigued by an idea, you focus your energy and dedicate your mind to learn everything you can about it, quickly! Then, you figure out how to apply what you've learned to the issue at hand and propel it forward. Facing big challenges head on inspires you. You chart the process and you own the outcome. You love helping people. You enjoy sharing knowledge and get energized by smart people navigating complicated problems together. Reaching milestones motivates you. You believe quick iteration and immediate customer feedback are keys to developing disruptive software. You're an early riser. And, you're ready for your next adventure.
What You Will Do
Drive impact by focusing on customer experience. Examples of day-to-day activities include answering support tickets, providing users guidance when they are stuck, generating product documentation, reporting bugs to product & engineering, and numerous other related jobs.
Be the first touch point for users encountering difficulties with the product and a reliable resource to resolve their questions and issues
Learn the intricacies of a cutting edge enterprise product and be a Levelpath product expert for our customer base to drive product adoption and satisfaction
Interact directly with Product and Engineering teams to identify areas where we can better serve our customer base
Build best practice guides and playbooks to ensure our customers and their users are set up for success
Act as a trusted advisor & support customer health by understanding their users' friction points when using Levelpath
You will have a seat at the table and partner with our executive team - helping to build, optimize, and scale our processes, assets, & systems (Zendesk & Salesforce)
What you Bring to the Table
Empathy, patience, and a sense of urgency when supporting customers
4+ years of experience in a customer-facing/customer-management role
B2B SaaS experience in a fast-paced environment
BA or BS
Demonstrated experience problem-solving with attention to detail
Stellar organizational skills and experience improving processes
Strong written and verbal communication skills
Adaptability and ability to flourish in a fast-paced environment
Comfort in managing multiple workstreams
Ability to communicate with stakeholders across product and engineering
Effective collaboration and self-starter mindset
Availability for some travel - when the time comes to visit your customers!
Benefits
100% Medical, dental, and vision insurance
Flexible PTO, Parental Leave, Sick Leave
Competitive compensation and equity package
401k
Team-driven happy hours and celebrations
The estimated annual cash salary for this role is $62,000- $120,000.
