Customer Education Specialist

About Logixboard: 

Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales. Our customers absolutely love our platform, and we’re experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.

About the role:

Logixboard aims to provide logistic services providers and their customers with the best information available so that they can answer critical supply chain questions. With information residing in a variety of systems and operational files, it can be hard to get answers to questions such as: when will my cargo ship,  when will my cargo arrive at its final destination, and are there any delays that can be managed/mitigated? To help answer these questions, Logixboard integrates with best in class Freight, Transportation, and Warehouse Management Systems to tie together disparate parts of the job and simplify the process to get to important business questions answered.

As a Customer Enablement Specialist at Logixboard, you will be responsible for identifying, developing, and executing programs that drive customer success through education, training, and content creation. You’ll partner closely with Customer Success, Product, and Marketing teams to create a cohesive enablement experience that ensures our customers can confidently leverage Logixboard to meet their goals. 

About you:

You are a self-starter and problem solver with strong project management skills, allowing you to juggle a lot of initiatives at once. Your strong verbal and written communication means you can translate complex technical information into simple-to-understand content. You have a strong sense of customer empathy and can translate customer needs into programs at scale to meet the needs of diverse customer segments. You enjoy developing, organizing, and promoting a variety of content to educate and empower customers to reach their goals. You’re an avid collaborator who enjoys partnering with cross-functional teams to identify ways to improve our overall customer experience. 

You will:

• Collaborate with cross-functional teams to map out the customer journey and identify key enablement touchpoints which can drive customer satisfaction and retention. 
• Partner with Account Management to drive retention and account growth opportunities as identified by the Account Management team.
• Develop a comprehensive customer enablement strategy that supports customer onboarding, accelerates time-to-value, and drives product adoption.
• Design resources such as training sessions, guides, tutorials, and webinars, for customers across segments and at various stages of the customer journey. 
• Identify and develop content around common use cases, best practices, and new feature rollouts.
• Deliver enablement sessions both one-on-one and to broader audiences. 
• Track and analyze customer engagement and adoption KPIs as well as gather feedback to continuously refine and improve resources and programs.
• Ensure internal teams are aware of tools, resources, and training available to help them guide customers effectively.

We’re looking for:

• A strong sense of ownership and experience in navigating ambiguity.  
• Proven ability to drive enablement initiatives that lead to positive customer outcomes.
• Experience building out customer education platforms or tools.
• Excellent verbal and written communication skills, with experience creating clear, concise, and engaging enablement content.
• Strong organizational, analytical, and problem-solving skills, with experience managing multiple programs and priorities in a fast-paced environment. 
• Ability to self-serve in data analysis, specifically with SQL and MixPanel, to measure the effectiveness of enablement resources. 
• 3+ years of experience in customer success, enablement, or education, with at least 2 years in a SaaS environment.
• Background in instructional design or experience creating e-learning content is a plus.
• Logistics industry experience is preferred

The salary range for this role is $90,000 – $130,000, plus equity. Where your pay would fall within that range will be based on 1) relevant experience, knowledge, and skills, as demonstrated through the interview process, 2) by considering parity with current LXB team members, and 3) current market data

Benefits:

• We are a remote first company, meaning, you can work from home, from the mountains, from the beach, or wherever you feel like getting work done.
• Logixboard covers 100% of premiums for Medical, Dental, and Vision for you, with 75% of premiums covered for your loved ones. We’ll also offer paid life insurance and Long Term Disability.
• 12 weeks parental paid time plus a $2,500 parental bonus to support you and your family.
• Our 401(k) plan makes it easy to save for retirement and you can contribute your tax free dollars from day 1.
• In addition to statutory and Federal holidays, we offer our teammates Flexible Time Off (average is 4-5 weeks) that can also be used to observe holidays that are important to you.
• A yearly Learning and Development budget of $500 to find your own way to continue your professional development.
• To get your office set up, you will receive the basics (laptop, monitor, keyboard and a mouse), plus a one time WFH budget of $1,000 for you to get the other things you need in order to do your best work.

At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact recruiting@logixboard.com.