Customer Success Specialist - Remote

Parspec is transforming how $5 trillion in building construction products are sold annually around the world by digitizing and organizing the industry's product data. By making this data more accessible and useful, our digital platform enables designers and builders to quickly identify the right products for their projects and helps the supply chain to generate new leads and close deals faster. These benefits are enabled by proprietary AI and workflow automation technology.

Founded in 2021, Parspec has raised over $11M in seed financing from leading deep tech and construction industry investors to achieve its ambitious mission, including Innovation Endeavors (founded by former Google CEO Eric Schmidt).

Parspec is helmed by technologists and construction supply chain veterans with a common passion to digitally transform our industry:

Forest Flager (Co-Founder & CEO) - Former Director of Software at Katerra and Stanford University faculty member; Stanford BS, PhD. MIT MEng. Harvard MDes.

Pratyush Havelia (Co-Founder & CTO) - Construction-tech engineering leader for 5+ years; Stanford MS & MEng, IIT-R B.Tech.

We invite you to be at the forefront of innovation for one of the oldest and largest industries in the world!

As the Customer Success Specialistat Parspec reporting to the Head of Customer Success, you will be responsible for delivering a best-in-class user experience for our full platform of services. In this role, you will have the unique opportunity to establish and maintain customer relationships, provide high-level technical and product support, and drive continuous improvement of customer service tools and processes. 

This is an exceptional opportunity to bring an entire industry to the forefront of the digital age, and we are excited to work together with like-minded and ambitious leaders like you to realize this potential.

You are a passionate and motivated individual with great listening skills and are looking for a challenging and rewarding opportunity to build a top-tier product.

- You have a passion for helping others, and are excited by the opportunity to communicate product capabilities to users 

- You have an entrepreneurial spirit, and are excited by the opportunity to shape the development of a new product 

- You are not afraid to get your hands dirty and believe that no task is beneath you when it comes to delivering a world-class product and customer experience

- You are willing to occasionally make yourself available outside regular US working hours to accommodate collaboration with a globally distributed team

- Help customers understand how to use the product and services to their advantage

- Offer training to customers to facilitate their onboarding

- Maintaining relationships with active customers

- Drive customer engagement & retention by evaluating their app usage

- Author & maintain training material to facilitate a self-serve rapid tool adoption

- Improve & update our in-app product tour

- Improve & operate our in-app chatbot interactions

- Capture & compile data to assess the customer service experience and find ways to enhance it

- Drive Customer Success goals that include raising the lifetime value of customers, reducing churn, and encouraging brand advocacy

- Measure effectiveness of Customer Success through appropriate metrics

- Coordinate with the product and engineering team on product improvement opportunities

- Communicate bugs & feature requests to the product and engineering team

- Communicate voice & branding improvement opportunities to the sales and marketing team

- Identify and communicate potential upsell opportunities to the sales team

REQUIRED QUALIFICATIONS

• 3+ years of customer support/success experience OR 5+ years of industry experience working in the construction supply chain
• Experience gathering, documenting, and analyzing end-user requirements
• Bachelor or Master's degree in design, engineering, communications, or another relevant field
• Impeccable customer services skills
• Knowledge of best practices in customer service and retention
• Strong written and verbal communication
• Strong aptitude for technical software products

PREFERRED QUALIFICATIONS

• Prior experience working in the construction supply chain, more specifically with lighting & electrical, mechanical, and/or plumbing products.
• Experience working with geographically distributed teams and users across multiple time zones
• Experience with the following tools: Jira, Hubspot, Intercom

As an integral part of building Parspec from the ground up, you will share in our success. We offer competitive salary and benefits, a generous equity package, and the opportunity to grow with a rapidly scaling company addressing a large market ripe for digital transformation.

At Parspec, we lead from every seat. Our team members are self-starters that think big, and bring their own uncompromising standards of excellence. We embrace diversity with a belief that different backgrounds, ideas, and skillsets result in better outcomes. Parspec encourages people of all backgrounds to apply and does not discriminate in employment based on race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.