Enterprise Specialist
Posted on 3/11/2023
INACTIVE
Figma

1,001-5,000 employees

Web-based collaborative platform for product design
Company Overview
Figma stands out as an exemplary workplace due to its commitment to fostering a collaborative culture, its unique competitive advantage in consolidating design tools and workflows, and its industry leadership in web-based design platforms. The company's technical innovation is evident in products like FigJam, an online whiteboard that enhances team collaboration, demonstrating their dedication to improving efficiency and communication in product development. Figma's ability to simplify complex processes and facilitate teamwork across different time zones positions it as a leader in the design industry, making it an exciting and rewarding place to work.

Company Stage

N/A

Total Funding

$333.4M

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

7%

2 year growth

63%
Locations
San Francisco, CA, USA • New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
UI/UX Design
Communications
Sketch
Requirements
  • 3+ years experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
  • Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
  • Experience working with system administration for large end-user communities or guiding customers through complicated implementations
  • Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
  • Consultative communication skills with the ability to tailor a message for your audience.You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences
  • A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate on behalf of the customer
  • Resilience and adaptability. You're motivated by experimenting, building, and doing what's right for the customer and are confident through times of change and ambiguity
  • Investing in Figma: The Decade of Design
  • How work is changing at Figma
  • Figma's next product is a multiplayer whiteboard called FigJam
  • Software Design Startup Figma Is Now Worth $10 Billion
Responsibilities
  • Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
  • Interact with Figma customers daily via email, taking ownership over cases from start to resolution
  • Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
  • Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
  • Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
  • Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
  • Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
  • Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale
  • Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Specialists
Desired Qualifications
  • : Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design