Customer Engagement Specialist

Customer Engagement Specialist

Levelpath | New York, NY | Full time | Onsite | Applications close November 13

Compensation: $85,000 - $126,000 OTE (base + variable), plus equity

Our Customer Engagement Specialist is in charge of configuring, testing, and onboarding Levelpath for the people who will be using it every day.

Levelpath is the modern AI procurement platform for global enterprises. It gives procurement, finance, legal, and IT a complete view of spend, from intake and sourcing to contracting and payment. Since its founding in 2022, the company's mission has been to make procurement delightful, and customer obsession is its number one value.

This role sits in our New York office. Reporting into Product, you'll get a front row seat to scaling an enterprise product, help customers through implementation and beyond, and advocate for them as the platform keeps improving. It's a role built for growth: Levelpath hires Customer Engagement Specialists who can grow into senior roles and Solutions Consultant roles.

What You'll Work On

You'll be attached to part of the customer journey. Much of your week is on customer calls, and the rest is in the product, building, testing, and becoming an expert. As the team specializes, you may be attached to one part of the product to build deeper knowledge.

• Join customer calls during builds and testing, and present to customers with confidence even when you're not leading the implementation
• Configure the platform, make changes, and own the workstreams assigned to you, working alongside Solutions Consultants on implementations
• Be the first touch point for users who get stuck: answer support tickets, guide them through the product, and resolve their questions and issues
• Find bugs, report them to Product and Engineering, and follow up in the team's daily syncs with both
• Write product documentation, training materials, and best practice guides so customers and their users are set up for success
• Act as a trusted advisor on customer health, learning where users hit friction and advocating for them with Product
• Help build and scale the team's processes, assets, and systems (Zendesk & Salesforce), with a seat at the table alongside the executive team

What Success Looks Like

• Within 90 days, you own the workstreams assigned to you and move those customers forward
• You build and configure what customers need without waiting to be shown how
• Users who get stuck get unblocked quickly, and the customers you support stay healthy
• Your documentation and training materials help customers and teammates move faster
• By six months, you're the product expert for the areas you're assigned to

What We're Looking For

You'll work with executives, procurement teams, everyday users, and engineers. People have succeeded in this role coming from customer success, consulting, and teaching. What they share is the ability to keep up with a fast pace.

• 4+ years of experience in a direct customer-facing or customer management role
• B2B SaaS experience in a fast-paced environment, managing multiple workstreams at once
• Hands-on experience inside the tools you've supported, such as building workflows or configuring fields yourself, and the agility to learn a fast-changing product on your own, without a long, structured onboarding
• Presence when you present: you can lead a product training for executives, hold the room, stay concise and on time, and answer questions with confidence
• Customer obsession: empathy, patience, and urgency with customers, plus examples of going above and beyond for them
• Strong organization, problem solving with attention to detail, and experience improving processes
• Clear written and verbal communication, from documentation and training materials to conversations with Product and Engineering
• Ownership and a proactive streak. You take on work without being asked and collaborate well with your team, and Levelpath gives people who do the opportunity to take on more
• BA or BS, and availability for some travel when it's time to visit your customers

Nice to Have

• Experience training or teaching others, whether in a classroom, in customer onboarding, or in enablement
• Consulting or software implementation experience
• Experience with Zendesk or Salesforce
• Experience using AI in your daily work. AI is built into Levelpath's product and the team uses it heavily day to day, so openness to learning it matters as much as experience

Location

This role is onsite in our New York office at 250 Broadway, Suite 24-112, in Lower Manhattan. Levelpath is in office, and culture is a big part of what the team is building together. Fully remote candidates will not be considered.

Hiring Process

Provn is our hiring partner. You can apply with a resume alone, and many people will, thinking that's good enough. Stand out in the crowd and apply with The Onboarding Demo, a challenge Levelpath built with Provn. Pick a product you know well, record a video onboarding a new team through one of its functions, and add a one-page quick-start. It's your chance to show Levelpath what you do best: teach, own the room, and leave end users feeling capable without you.

You're here because you know applying to roles without a referral feels like a black hole. Hiring managers working with Provn find that video submissions are more valuable than referrals when deciding who to interview.

Benefits & Perks

• 100% Medical, dental, and vision insurance
• Flexible PTO, Parental Leave, Sick Leave
• Competitive compensation and equity package
• 401k
• Commuter benefits
• In-office snacks and Friday team lunches
• Team-driven happy hours and celebrations

Levelpath is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in our workplace.