Customer Engagement Specialist - New York

Provn; New York (NY); On-site; USD 90,000 - 132,000; Full time

Benefits offered by this job

Health insurance

Flexible PTO

Parental leave

Sick leave

Equity package

Commuter benefits

Snacks and team lunches

Happy hours

Job summary

Levelpath is seeking a Customer Engagement Specialist in New York to enhance customer experience, answer support tickets, and guide users through our AI procurement platform. You will become a product expert, collaborate with product and engineering, and build playbooks while supporting customer health.

The role requires 4+ years in customer-facing roles, B2B SaaS experience, and strong communication skills. Some travel to visit customers is expected. Competitive benefits and equity are offered.

Qualifications

• 4+ years in a direct customer-facing or customer management role.
• BA or BS degree.
• B2B SaaS experience in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to communicate with product and engineering stakeholders.
• Availability for some travel to visit customers.

Responsibilities

• Answer support tickets and guide users who are stuck.
• Report bugs to product and engineering.
• Become Levelpath product expert to drive adoption.
• Work with Product and Engineering to better serve customers.
• Build best practice guides and playbooks.
• Act as a trusted advisor and support customer health.
• Partner with executives to build, optimize, and scale processes and systems (Zendesk and Salesforce).

Skills

Empathy

Patience

Urgency

B2B SaaS

Communication

Organizational skills

Multi-tasking

Travel readiness

Education

BA or BS

Job description

About Levelpath:

Levelpath is the modern AI procurement platform for global enterprises. Since our founding in 2022, we have been on a mission to make procurement delightful. Levelpath provides a complete view of spend for procurement, finance, legal and IT, from intake and sourcing to contracting and payment.

About the role:

We're looking for a Customer Engagement Specialist to join our team. Reporting into Product, you will get a front row seat to what it takes to scale a successful product, and play a critical role in developing strong relationships with our customers and users, and advocating on their behalf to continuously improve our platform.

What you will do:

• Drive impact by focusing on customer experience: answer support tickets, guide users who are stuck, generate product documentation, and report bugs to product and engineering.
• Be the first touch point for users encountering difficulties and a reliable resource to resolve their questions.
• Become a Levelpath product expert to drive adoption and satisfaction.
• Work directly with Product and Engineering to identify ways to better serve customers.
• Build best practice guides and playbooks.
• Act as a trusted advisor and support customer health.
• Partner with the executive team to build, optimize, and scale processes, assets, and systems (Zendesk and Salesforce).

What you bring:

• Empathy, patience, and a sense of urgency when supporting customers.
• 4+ years in a direct customer-facing or customer management role.
• B2B SaaS experience in a fast-paced environment.
• BA or BS.
• Demonstrated problem-solving with attention to detail.
• Stellar organizational skills and experience improving processes.
• Strong written and verbal communication skills.
• Adaptability and ability to manage multiple workstreams.
• Ability to communicate with product and engineering stakeholders.
• Collaborative, self-starter mindset.
• Availability for some travel to visit customers.

Benefits:

• 100% medical, dental, and vision insurance.
• Flexible PTO, parental leave, and sick leave.
• Competitive compensation and equity package.
• 401k.
• Commuter benefits.
• In-office snacks and Friday team lunches.
• Team-driven happy hours and celebrations.

Estimated annual OTE:

$90-132k.