Customer Experience Architect

Requirements 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!
• 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 the job involves Reporting into Product, you will not only get a front row seat to what it takes to scale a successful product from the early days, but you will play a critical role in developing strong relationships with our customers and users, and advocating on their behalf to continuously improve our platform

• We are building a world class support team – obsessed with helping our customers, and focused on getting them back on the right path when challenges arise. This is a rewarding opportunity to drive meaningful impact and build from the ground up alongside a leadership team passionate about making a difference in the procurement world
• This position is located in downtown San Francisco, in-office, conveniently adjacent to public transit. While a startup, we offer most standard benefits you’d expect from a mature organization - even transportation and 401k!
• 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)

#J-18808-Ljbffr Levelpath