Implementation Manager

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October 15

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HighLevel

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SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention • Manage employee recruitment, selection, training, scheduling, coaching, counseling, and discipline • Help to develop a proactive approach to customer success by defining customer churn risk criteria • Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations • Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience. • Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers. • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement • Devise a customer contact methodology to monitor and improve renewal/retention rates • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities • Provide continuous knowledge growth opportunities for Highlevel features and products • Collaborate with cross-functional teams to ensure visibility and alignment • Manage customer complaints, CSAT results and relationships to assure customer satisfaction. • Build out a road map for successful implementations and ongoing support

🎯 Requirements

• Bachelor’s degree or equivalent experience • 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management) • 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals • Project management skills • Strong collaboration, time-management, influencing and prioritization skills • Excellent listening, presentation and communication skills • Strong customer facing communication skills • Demonstrated data driven approach to problem solving • Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.) • Strong analytical, process-building, and program management skills (KPI and SOP ownership)

🏖️ Benefits

• Equal Employment Opportunity Employer • Remote-first environment • Flexible work arrangements • Professional development opportunities