Customer Engagement Specialist

About the role

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 have 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 and enjoy sharing knowledge while navigating complicated problems together. Reaching milestones motivates you, and you believe quick iteration and immediate customer feedback are keys to developing disruptive software. You are an early riser ready for your next adventure.

Key facts

What you'll do

Drive impact by centering the customer experience through daily activities such as answering support tickets, providing users guidance when they are stuck, generating product documentation, reporting bugs to product and engineering, and handling numerous other related responsibilities.

Serve as the first touch point for users encountering difficulties with the product, acting as a reliable resource to resolve their questions and issues efficiently and with care.

Learn the intricacies of a cutting edge enterprise product to become a Levelpath product expert for the customer base, driving product adoption and satisfaction through deep knowledge and application.

Interact directly with Product and Engineering teams to identify areas where the platform can better serve the customer base, translating user needs into actionable insights.

Build best practice guides and playbooks that ensure our customers and their users are set up for success from day one.

Act as a trusted advisor and support customer health by understanding user friction points within Levelpath and proactively addressing concerns.

Partner with the executive team by having a seat at the table to help build, optimize, and scale critical processes, assets, and systems such as Zendesk and Salesforce.

Utilize a consultative approach to uncover customer needs and align solutions that enhance the procurement workflow and user outcomes.

Champion feedback loops between customers and internal stakeholders to ensure the platform evolves in response to real world demands.

Maintain meticulous records of interactions and trends to inform product improvements and training materials for the broader support organization.

Requirements

Possess empathy, patience, and a sense of urgency when supporting customers in complex procurement scenarios.

Bring 4+ years of experience in a direct customer-facing or customer management role within a B2B environment.

Have B2B SaaS experience in a fast-paced environment where agility and responsiveness are essential.

Hold a Bachelor of Arts or Bachelor of Science degree or equivalent practical experience.

Demonstrate proven ability in problem-solving with meticulous attention to detail in high-stakes situations.

Show strong organizational skills and a track record of improving processes to increase efficiency and clarity.

Exhibit excellent written and verbal communication skills for engaging with diverse stakeholders.

Display adaptability and the ability to flourish in a fast-paced, dynamic startup environment.

Comfortably manage multiple workstreams simultaneously while maintaining quality and deadlines.

Communicate effectively with stakeholders across product and engineering teams to align on priorities and solutions.

Maintain an effective collaboration and self-starter mindset to drive initiatives forward with limited oversight.

Be available for some travel when the time comes to visit customers and strengthen relationships on site.

Nice to have

Only items specified by the source are considered preferred; none are listed beyond the stated requirements.

Practical notes

The role is based in downtown San Francisco in an office setting, conveniently adjacent to public transit. While operating as a startup, the team offers most standard benefits expected from a mature organization, including transportation support and a 401k. You will join a spirited international team in an agile environment with short decision paths and quick delivery. You may leverage any devices and tools that allow you to do your best work.